Yann Hervé-Bazin

Hello, 

We encountered the same recurrent issue with the ticket follow-up creation.

When creating a new request to our helpdesk by sending an email, some of our end-user don't choose the right email address in the Outlook's propositions: 

In consequence, instead of creating a new tickets, it add up to previous one or create follow-ups id the original ticket was already closed.

This creates a lot of mix up, complication, and fustration for both our agents and the end-users.

It's time Zendesk adresses this issue, instead of letting us having to create workaround through trigger and automation.

Yes, this is a must ! Please add this feature in macro's ! It would save my team so much time.