A bug I've noticed across multiple different sites which use Zendesk for managing conversations between clients and support requests is that, if I reply to e-mails from Zendesk, the e-mails get silently dropped without getting added to the conversation thread.
As some sites don't appear to expose Zendesk's web interface, this leaves me having to open a new ticket for each reply, mentioning the previous ticket as what I'm replying to.
While I can't be certain, I believe the problem is that Zendesk assumes replies must come from the e-mail address they were sent to, rather than embedding some kind of identifying token in the message as a backup measure.
(My anti-spam measures are based around giving a different inbound e-mail alias to each person and then setting up a mail filter that trashes any messages sent directly to my inbox without going through an alias, thus allowing me to treat the e-mail addresses I hand out like revocable API tokens.)
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