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Reactions update tickets



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Judy Correia

Zendesk Luminary

Publication le 19 mars 2025

Hi - we have noticed that when a user “reacts” to an email notification it updates the ticket. This adds an unnecessary comment to a ticket, adds to comment reporting counts and if a ticket has been set to solved or pending it re-opens the ticket. The last two are concerning as it adversely impacts reporting (reporting of additional invalid comments and add to ticket resolution time respectively). Is there a way to ignore email reactions?


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