最近搜索
没有最近搜索
Amazon email reply to same topic created as separate tickets
已回答
已于 2023年6月29日 发布
We have replies coming from Amazon -
- we get an email
- we reply
- customer replies - its lands in Zendesk as a new ticket and not a continuation of the conversation
No such issue for all our other channels just this one.
Any help appreciated
0
1
1 条评论
Neil
In Zendesk, when we receive an e-mail, it is scanned, searching for it's message ID and other related headers, such as "in-reply-to", "references", etc. With this, we can know to which ticket the e-mail is related.
Viewing the ticket's "original e-mail" in the end-user's first message, you will be able to see the source of the e-mail with all its headers.
If there aren't any "References" or "In-reply-to" headers this will be treated as a completely new thread since there is no way for the system to know that this e-mail somehow corresponds to another e-mail thread.
Zendesk does not have control over how the original e-mail is generated. The system will react to the email based on how it is received.
0