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Mishka Mohanlall

Entrou em 02 de dez. de 2022

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Última atividade em 19 de jun. de 2023

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Mishka Mohanlall criou uma publicação,

Publicação Feedback - Ticketing system (Support)
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? 

Editado 09 de jan. de 2023 · Mishka Mohanlall

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