Zendesk Salesforce Threading Issues
Posted Mar 03, 2022
We are having an issue with a vendor using Salesforce where our tickets are going into their system, Salesforce is changing the string in the subject and sending us the reply. Our Zendesk instance, in turn, is not able to thread these responses together due to the differing subjects. Our vendor has looked into fixing this on the SF side of things and cannot find a solution. We were wondering if there was anything to do on the ZD side to get threading working again because this has resulted in a number of workarounds being put into place and lots of merging of duplicate tickets.
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1 comment
Dane
Chris Gregory,
When it comes to threading, this should be worked on the senders end. Like what you have mentioned, their system has been changing the subject string. It's possible that it's not the only information being modified but also the In-reply-to and References lines on the email. Once changed, all replies will create a different ticket. Threading information can be found here.
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