Since Zendesk natively doesn't have good management for blocking e-mail with rules (you can only close a ticket, which then collects dust and interferes with search), we're using Inbox Rules inside Outlook to filter which mail actually gets through to Zendesk and what is ignored (so no ticket is created).
There's a problem with this setup since using forward or redirect inside Outlook removes the original Message Id header, and doesn't put it in references. More on this issue here. This causes the first reply coming from Zendesk to not connect into a single thread for the customers - for them it's a new "e-mail thread".
I was wondering if anyone has struggled with the same issue, and maybe have found a solution?
Por favor, entrar para comentar.