Ability to forward emails into an existing ticket

We also need this.

Unfortunatly, even the workaound Heather shared, does not work.

"ticket.encoded_id" is not available for me and the brackets are just empty.

Another upvote for the post from 2015

Vote up from me.

Our old ticket system was able to do this and it makes writing simple flows really easy.

Use case, new starter.

I have a PDF that is a checklist, a few of the steps is to notify the various stakeholders, I can create an email using all of the variables for the new starter. Worked a treat until we moved to Zendesk where these generated emails failed to get added to the ticket.

PLEASE ADD THIS AS A MATTER OF URGENCY, it would change my life.

An official word on this would be nice.

In mid-2021 Benjamin Kirsch said that there would be an update on this request. Multiple use cases have been posted. Multiple agreements that this is a feature available in your competitor's software (I can absolutely confirm it is a feature in Autotask). We still have no idea when this will be addressed and why after 8 years this is still an ongoing request that never seems to get enough attention. Can we get a commitment from the Product Manager that this will be addressed and when or have enhancement requests all but stopped being entertained?

+1... Having coming from a system where you can put the "ticket 12345" number in the subject and sending to an E-mail address will auto add the e-mail to a ticket history. 

This exists just about in every other support system I've used (SalesForce's system, TeamSupport's system, HubSpot, Freshdesk, etc). Is there a reason this basic functionality is not available? 

Currently I'm using the workaround of putting the ticket encoded id into a comment so that people can use it to forward emails coming to them but we often get customers emailing our individual engineers and not responding to the ticket so we just want to loop them back in easily by adding a ticket id, not a ticket encoded id that's in the backend. Please make this work. This is another item that makes me want to look at other support systems for future. 

I've been succefully doing it for a while. Just append either in the subject line or in the body the ticket encoded_id with the square brackets (like this: [ABC1DE-2F3G4]) and it will automatically be linked to the ticket.

You can also add to the top of the email body #note to have the forwarded email be added as a private note.

Works fine for us, via outlook using office365. But yes, you need to do an unsuspend on the zendesk side, which can be done in bulk if you have a high volume of tickets. We have our suspend notification threshold set to 10 minutes, so that we know right away if a suspended ticket comes in.

That being said, we rarely get any other suspended tickets, so anything that slips through a couple times a year doesn't hurt.

Hire Technologies    The Support+id   does not work any more for two reasons 1) Zendesk security changes mean that these are automatically put in the suspended queue , so meaning someone has to manually un suspend them, 2) it does not work with Office365 which checks its a valid address