Multi tenancy email ticket creation issue.
This is a very hard ticket to title to get up votes.
I hope the zendesk Domain logic creators get a chance to read this.
I have an issue with the domain logic defended enough to warrant you to create a FAQ on your position - https://support.zendesk.com/hc/en-us/articles/4408881694362
This logic rules out ALL of your customers sharing a common business relationship.
Our customer Z needs to organise products from Company A and have them installed by Company B and have both companies involved if any issues may arise during the project.
Z does not know (nor care) what ticketing system A and B use and sends one email to both parties (directly) regarding the project issue. In doing so the ticket is currently only created in one of A or B zendesk tenancies. The email is asking A for information so B can do the job, but B only got the ticket and is waiting for A to respond. B and Z are waiting for A who knows nothing about the issue because of this current logic. Z rings A to find out why they have not responded to the repeated emails only for A to explore why they did not get the ticket.
Based on this scenario (which can be very costly!) Company A looses faith in the zendesk service.
Zendesk claims the email has a unique ID that can only exist in one tenancy across the entire zendesk system.
I propose when the email is received, zendesk search all "To" addresses to compile a list of tenancies in its eco system. For each tenancy create a ticket with tenancy ID+email ID so there is unique tickets for each tenancy (A and B) to action upon.
The solution your support team gave, was to create two tickets, one for Z and one for B, the problem with this is Z instigated the tickets by email. Z does not know zendesk limitations nor that A and B use zendesk, and therefore A never knows to create 2 tickets. Nor does B know that A has that issue.
I would like a follow up to know the logic creators have read this scenario and realise the importance this issue is and not have the ticket screened and lost in this feedback system.
There is not a way for an end-user to know that the addresses they are emailing are in 2 Zendesk instances. It is not something that is widely known or can be expected
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