Peter Podsklan

Hi Jessie,

there are two parts of the problem:

1) we will resolve this with SNOW, just mentioning for others: whenever there's an update from ZD, SNOW resets the status of a ticket to 'in progress'. This should be resolved with Inbound Email Actions on SNOW side.

2) when an email is generated on SNOW side, it lacks In-Reply-To in the email header, hence any update on SNOW side generates new ticket in ZD. I am checking with SNOW support on this, however if you know of any other integration solution (we're using email as a channel, happy to change this decision if it's gonna help), please let us know.

Additionally, is there a way to make Zendesk pair the emails to tickets using subject keywords? Seems getting SNOW to generate In-Reply-To header fields is gonna be more difficult that it originally seemed. ;-)

Thanks!

Peter