Hi Team Zendesk,
We receive email alerts for various consumer's reviews via the same email address (i.e. firstname.lastname@example.org) that are received by Zendesk. Each time an email alert is received, Zendesk associates the auto-created ticket with the same user via the email address - email@example.com. However, each email corresponds to a different consumer; not firstname.lastname@example.org.
Right now, our workflow includes when the tickets are auto-created in Zendesk, we then manually create a new ticket with the (different) consumer's (i.e. end-user) information to log the correspondence. Then, we delete the first auto-created ticket. Needless to say, this is laborious.
Is there a way to create a trigger that detects when a new ticket is auto-created for email@example.com; then removes the end-user's information from the user profile? This way, we can manually enter the unique end-user's information each time Zendesk auto-creates a new ticket for email alerts from firstname.lastname@example.org. It'd also avoid the current situation where every auto-created ticket from email@example.com is not associated with the sender of the email alerts, despite each alert being associated with a different end-user/consumer.
Please advise. Thanks for your help.