Forward email conversation into an existing zendesk ticket

3 댓글

  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Sidney! The first step in determining if this is expected is understanding where those responses are going. If you haven't already checked your suspended tickets folder and analyzed the suspension reasons, I would recommend starting there. 

    In general, I don't recommend trying to force emails into tickets like this, as you will almost always run into some sort of issue. The best bet would be to build a layer to send your email to, parse out the body, email, etc. and then send that to the ticket via our API. 

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  • Sidney

    Hi Greg, 

    Thanks for the follow up! 
    I understand the recommendation. I am a bit confused with what you mentioned: 

    In general, I don't recommend trying to force emails into tickets like this, as you will almost always run into some sort of issue.

    Would you elaborate a bit more on this?

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  • Sidney

    As an Update, I found the reason why it doesn't work for me. When checking the suspended tickets you recommended I can see it: 

    Permission denied due to unauthenticated email update This indicates that the email header doesn't contain the email token identifying the ticket. This can happen if an email client strips out email header information.

    This information helps a lot! Thanks Greg.

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