ticket updates from supplier -> zendesk creates a new ticket instead
Hi,
Since years, my company is using a shared mailbox for sending/receiving ticket updates to/from our network supplier.
We've been using Zendesk for a year now, and are quite happy with it! :)
But now I want to use Zendesk to handle these communications.
Creating tickets and sending updates work like a charm, but the problem is receiving ticket updates.
Our supplier uses a ticketting system that is not email-based (Siebel CRM). Updates from Siebel are sent to a FIXED email address. (which isn't very flexible)
Every time they send us an update from Siebel, Zendesk automaticly creates a new ticket, instead of creating an update in the existing ticket. If I'm not mistaken, this is because Zendesk expects an update to be sent to the generated reply-to email address, unique for every ticket?
So here comes my question: Is there a way for Zendesk to work around this? (knowing our supplier can only send to a fixed email address)
Could we use a trigger or API for this?
Thanks in advance for your ideas
Regards
Bart
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Hey Bart, great question! I'm going to create a ticket for you so we can discuss this in a bit more detail to see if we can make something work for you. You should get an email from us shortly!
Thanks!
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Hi,
I'm looking into something similar to this are we able to update tickets in zendesk using the ticket number in the email address, so using this as the fixed email address?
Thanks,
Natalie.
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Hi Natalie, We apologize, this is not a supported method of updating tickets. No two automated email systems should ever be pointed at one another without a mitigating integration between them. This can result in a runaway email loop. We offer the API for the purpose of communicating with other systems: https://developer.zendesk.com/rest_api/docs/core/introduction
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