Jacob Bailey

Moshe Anisman

When a ticket is generated by Zendesk and an email sent out, at the bottom of the email is some white text that Zendesk adds.

If this is lifted by service now and added to the bottom on the replys sent [by serivce now] then it will update the correct ticket on zendesk.

Hi All,

We have managed to get Zendesk to talk to Service Now with no extras.

We have it set that once an email comes in and a ticket is opened a trigger send a reply to the customer informing them of such.

When Zendesk sends out this reply there is, at the bottom of the email the the customer would receive some white text. If Service Now ensures that this white text is captured and added into the body of any reply the send it will always update the correct Zendesk ticket.

This is all that is needed as Zendesk will reply and update on Service Now side with little issue. 

This also works with tickets Zendesk opens to Service Now, the white text need to be captured and added to the replies sent from Service Now.