We are currently facing an issue when we change the support email from zendesk domain to company domain. Previously, when our client send an email to Zendesk support email and cc to other people. The new ticket will be created. And cc people reply the email via outlook and cc to Zendesk support email. It will update the same ticket. However, once we change Zendesk support email to Company domain support email. The behavior is different. The new duplicate ticket will be created when cc people reply the email via outlook and cc to company support email. I go through the community and I find that our people also facing the same issue. But I do not see any solution for this. If anyone have any suggestion, please advise us how to do it.
Thanks and best regards,
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