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Paul Fahey

Joined Jun 26, 2023

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Last activity Jun 26, 2023

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Paul Fahey commented,

CommentFormatting and customizing your email

Hi, my organisation uses both Salesforce & Zendesk.  Also, many of our customers use Zendex email to raise support Cases in Salesforce.

Most work fine, but we have several customers whose email on a specific case is not being presented with a new Message-Id and no previous messages in the references, creating a new Case in Salesforce each time.  Neither is the Salesforce Thread Token included in the response.

What would be causing this behaviour in Zendex?  Is the Agent action, or would it be some email setup that generates a new email each time?

Any advice we can pass back to our customers on the correct process to maintain the header threading information would be appreciated.

View comment · Posted Jun 26, 2023 · Paul Fahey

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