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Feature Request: Auto-merging tickets based on message-ID AND email subject
Posted Dec 02, 2022
Hi,
Our business is really experiencing a lot of issues where tickets are auto-merging unrelated emails. I have spoken to a few Zendesk agents and I have been informed that the tickets are merging based on the message ID. It seems to be happening even when end-users are copying and pasting text from the body of another email, previously sent to us.
Is there any way we can stop tickets from merging based on the message-ID unless the subject also matches?
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2 comments
Hostmost Engineering (S) Pte Ltd
Yes, pls don't merge the ticket just base on the Message-ID, there are so many people using outlook like to duplicate the same ticket that bear the same message ID to send their mail. Finally, all these mail from different parties are merged together and we have no way to unmerge it. So frustrated. Zendesk should let us to choice to merge or not or don't merge if the sender is from a different party or the subject is different.
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Gaurav Parbat
Hello all,
I understand the need for this enhancement. I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
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