Beraudo Gilles

Hello,

on our ithelpdesk zendesk instance, we're facing the next issue.

* When sending an email from ithelpdesk to ithelpdesk, it get stuck in the Zendesk application in the “suspended tickets” with no possibility to “recover” them.

Is it possible to allow this ?

 

Thanks,

 

My agents and end users are also complaining, as the order is now totally upside down respect to emails.

When we receive an email, the last comment comes on top, and the last/original comment is at the bottom.

When submitting an existing thread to Zendesk, then the comments coming from the email threads and from Zendesk are totally messed. Everything is upside down.

This makes reviewing the last comments totally impractical, when tickets channel is the main ticket channel.