Khanh Dinh

The explanation is very confusing, I have a lot of this issue as well

"On one side, you'll see the In-Reply-to:  and References: which help Support to understand if the message is part of an existing ticket or not. "

=> So when will a mail reply/message be considered as a part of an existing ticket?

Must a reply have both In-Reply-to: and References: to be considered as a part of an existing ticket?

I have 2 tickets with exact the same Subject, Requester (from Agent), In-Reply-to: and References: 's content, and they are duplicated each time the agent replies via email (not via Zendesk)

Maybe it is expected, maybe not but I still don't understand the mechanism and the explanation here

Hi Gabriel Manlapig,

Thanks for the help,

Looks like I have no further choice but using the Advanced Search as the only option here.

So I will go with this selection.

Hi Anne Ronalter,

Thanks for the feedback,

I read the article but I don't think I can understand it since the reason doesn't make sense to me.

If so, is there any way I can collect the ticket list for a specific timeframe, such as last week, last month, or last year?

Hi Edwin,

It's for ticket tracking and exporting the tickets for reporting purposes, it's very important to us

The zendesk explore doesn't help since our current tier does not allow to custom the report

Hi,

I know this has been questioned for some time but I still don't find the information that I need.

Is there any way I can create view for specific timeframe?

such as I want to view all tickets this month, or last month, last year?

If View is not achievable, then how can I filter to get the ticket for a timeframe?