We work with another organisation to escalate problems that we can't solve. In turn they send us responses via email, which are logged into our Zendesk system. The subject of the emails are the same so in theory (and according to my understanding) should update the existing ticket rather than create a new one. However, in this case these emails are creating a new ticket each time the domain email responds.
I did some testing and if the "RE" is removed in the subject, then the ticket is updated but if left in, a new ticket is created.
Is there anything which can be done to avoid the duplication of these tickets?
We're currently trailing the Plus plan as we are currently paying for the Starter plan.
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