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Side Conversation Replies from Customer Not Threading; Creating new Ticket



Posted Mar 07, 2024

We have a customer that we email with regularly and they work out of Salesforce for their communications. For a long time, their replies to our tickets would not thread properly due to the RFC standard that Zendesk uses, as noted here. The customer made updates to their Salesforce environment to resolve the problem and the issue now works just fine. 

We recently implemented Side Conversations and communicate via email with them. However, the replies to our side conversations are not threaded there but are creating brand new tickets (very annoying!) But the replies to tickets still thread without issue.

Is there a way to resolve this? We did not expect the threading logic to differ between tickets and side conversations. 


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3 comments

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Hiedi Kysther

Zendesk Customer Care

Hi Daniel, 

I see you already created a ticket with our support team. This is the right move as we need to do a deep dive to investigate the issue. Rest assured that our team will do our best to get this sorted out. 

Have a great day! 

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Ahmed Zaid

Zendesk LuminaryUser Group LeaderCommunity Moderator

Hello Daniel Rafeedie I have this exact problem. Did you manage to find a solution?

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I also am encountering the same issue.

Strange thing is - prior to Dec 16 2024 the emails were threading, but since they are not.

Some guidance on this would be great.

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