Mags

Hi Jupete, thank you for your response.  I didn't raise a support ticket as upon further review on your support pages I came across this article Why do emails thread to the wrong ticket? – Zendesk help. which explained Zendesk's threading logic requires the user to copy any pertinent email content into a brand new email and that simply deleting and adding a new email addressee to an Outlook email template already used whilst copying in Zendesk would not suffice.

Hi, looking for assistance.  We recently sent two seperate emails using Outlook copying one of our Zendesk support groups.  As the email content was templated, for the second email, we deleted the initial addressee and add the new one.  Zendesk combined both emails into the one ticket.  Can you advise how this occured please? I've raised here as assumed the second email might have followed a redirecting path.  Thank you