Florian Verfürth

Description: Currently, Zendesk automatically merges incoming emails into an existing ticket if the message ID of the new email matches that of an existing ticket. This causes issues when emails are forwarded by different senders, as they are incorrectly added to the original ticket.

Proposal: It would be desirable to have an option in the settings that allows preventing the automatic merging of tickets based on the message ID if the sender address of the new email does not match that of the original requester. This setting should enable such emails to be created either as a separate ticket or as a sub-ticket. This would give agents the choice to handle the email separately or merge it with the existing ticket.

Benefits:

• Avoid confusion and misallocation in existing tickets.
• Better traceability and organization of requests.
• Flexibility for agents on how to handle forwarded emails.

Summary: A setting that prevents the automatic merging of emails into existing tickets based on the message ID if the sender address does not match would significantly improve the efficiency and accuracy of the ticketing system.