White, hidden text string at the end of public reply to new ticket


4 Comentarios

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Kevin,

    The 11-character alphanumeric text string you see at the bottom of your email is system generated and is being used for threading incoming email replies into existing tickets. This will allow for proper threading even in the event that the header information is stripped entirely.
    It is written in white font by default so it would blend in with the email's background thus making it "invisible" to users to avoid any confusion.

    I hope this answers your question. Thank you!
  • Kevin Zhou

    Thank you!

  • Admin Zendesk

    Hi Gabriel Manlapig, i reopen that thread cause i want to use that string to pilot a email to a ticket.

    I explaind better:
    I have a kind of tiket where the users should answer with standard messages like, for example,  "Continue", "Stop" and "Need to check".

    For this kind of ticket, i've added 3 links "mailto" in the body of the answer , but the answer create a new ticket and is not concatenate to the original ticket.
    If i could use that "String" it should concatenate the original ticket, right?


  • Paolo
    Zendesk Engineering
    Hi Admin Zendesk,
    If the "mailto" address does not contain the thread ID(11-character alphanumeric text string) or message ID, it will indeed create a new ticket. The threading logic from an email is based on RFC standards. All of the lines for In-Reply-To and References should contain unique values. If one of these lines uses a static message-ID or email address, Zendesk will thread incoming emails into the same ticket.
    To answer the question, yes, you would need that string for the reply to thread in the original ticket and not create a new one.
    Paolo | Technical Support Engineer | Zendesk

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