Feature Request: Auto-merging tickets based on message-ID AND email subject
Hi,
Our business is really experiencing a lot of issues where tickets are auto-merging unrelated emails. I have spoken to a few Zendesk agents and I have been informed that the tickets are merging based on the message ID. It seems to be happening even when end-users are copying and pasting text from the body of another email, previously sent to us.
Is there any way we can stop tickets from merging based on the message-ID unless the subject also matches?
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Yes, pls don't merge the ticket just base on the Message-ID, there are so many people using outlook like to duplicate the same ticket that bear the same message ID to send their mail. Finally, all these mail from different parties are merged together and we have no way to unmerge it. So frustrated. Zendesk should let us to choice to merge or not or don't merge if the sender is from a different party or the subject is different.
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