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Martin Tomlinson
Joined Nov 16, 2022
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Last activity Nov 16, 2022
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Martin Tomlinson commented,
I believe the original answer is confusing/wrong - each email will have a unique 'Message-ID' the key to any reply emails being linked to an existing ticket is that the new email will have an 'In-Reply-To' id that is the same as the 'Message-ID' of an email in an existing ticket.
So this
"When a new email is received, Zendesk scans the message-ID on the email. If that message-ID matches an existing ticket then the email is added as a comment on the existing ticket."
would be more accurate if it said
"When a new email is received, Zendesk scans for any 'In-Reply-To' id on the email. If the 'In-Reply-To' id matches an existing tickets Message-ID then the email is added as a comment on the existing ticket."
View comment · Posted Nov 16, 2022 · Martin Tomlinson
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