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Option to Prevent Automatic Merging of Tickets Based on Message-ID and Sender Address
Posted Jan 22, 2025
Description: Currently, Zendesk automatically merges incoming emails into an existing ticket if the message ID of the new email matches that of an existing ticket. This causes issues when emails are forwarded by different senders, as they are incorrectly added to the original ticket.
Proposal: It would be desirable to have an option in the settings that allows preventing the automatic merging of tickets based on the message ID if the sender address of the new email does not match that of the original requester. This setting should enable such emails to be created either as a separate ticket or as a sub-ticket. This would give agents the choice to handle the email separately or merge it with the existing ticket.
Benefits:
- Avoid confusion and misallocation in existing tickets.
- Better traceability and organization of requests.
- Flexibility for agents on how to handle forwarded emails.
Summary: A setting that prevents the automatic merging of emails into existing tickets based on the message ID if the sender address does not match would significantly improve the efficiency and accuracy of the ticketing system.
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3 comments
Sydney Neubauer
+1 we definitely run into this regularly.
Problem: We have an IT team working in the same instance and if there is an issue on a thread, they forward that thread to the IT team to investigate but because it is by message ID, it doesn't make it to IT.
Suggestion: It would also be awesome if we could set messages to thread based on headers - if subject line, sender, recipient is different than what is already in Zendesk, then it does not thread. Message IDs are hidden so there is no way to tell if a message was already created in Zendesk and will thread.
What we are currently doing: Currently we have to instruct everyone that contacts us they can't forward but instead send brand new emails
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Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Scott Tynan
We would prefer to be able to click on the comment in the ticket and choose an option to “create new ticket from this comment” which would then create a new ticket and move that comment from the original to the new one.
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