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How to merge Email sent from Zendesk



Posted Sep 23, 2024

Hi everyone,

 

I was wondering if there's a chance (or an app) to merge similar emails sent from zendesk into one single thread.

 

Let me expand: 

 

We are testing a specific approval procedure which requires an email sent to an external approver. 

Since the approval requests toward the same approver are multiple, it could come in handy to have a merging system to have just one thread so the approver can open one occurrence.

 

Anybody has tips regarding this matter?

 

Many thanks in advance

 

Regards

 

Leonardo Lenk 


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Remi

Zendesk Customer Care

Hello Leo Lenk,

 

Thank you for posting! I hope you are doing well.

 

Unfortunately, there is no such thing and likely will not happen as we cannot merge all emails coming from Zendesk as this would lead to collision and email potentially being missed, which is not a thing we would like to see.

 

Each Email from Zendesk not necessarily coming from the same department/team etc… It would mean some information could easily get missed.

 

On top of that, as email conversation/threads work with headers such as “references” and have already a logic for threading... It would defeat the very purpose of it.

 

Have a lovely rest of your day!

 

Best, 

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