Replies to customers are starting a new email thread and going to spam!

Answered

1 Comments

  • Cheeny Aban
    Zendesk Customer Care
    Hi Garrett,

    A unique email address will be created simultaneously once a ticket is created. As long as you are replying to the same ticket, it will be threaded and will not create a new email thread. I highly suggest that you review the ticket events of the ticket to further check when the unique email was excluded on the reply. To help you on how to prevent your tickets from being tagged as spam and to understand how you can handle suspended tickets, you may check Understanding and managing suspended tickets and spam
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