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Add Emails as Comments in Zendesk - Frequently asked questions

Discover how to add emails with the same title as comments in Zendesk tickets. Explore frequently asked questions about managing ticket creation and email handling.

Frequently asked questions

Can I add emails with the same subject to an existing Zendesk ticket?

No, you cannot add emails with the same subject line to an existing ticket as a comment. Emails must have matching message-IDs to be threaded into existing tickets. This is a hard-coded feature in Zendesk and cannot be changed. If you're looking…

Why can't I configure emails to thread into existing Zendesk tickets?

Emails cannot be configured to thread into existing tickets unless they have matching message-IDs. This is a hard-coded feature in Zendesk. The system relies on message-IDs to determine whether an email should be added as a comment to an existing…

What is required for an email to be added as a comment to a Zendesk ticket?

For an email to be added as a comment to an existing Zendesk ticket, it must have a matching message-ID. This is a non-negotiable requirement. The message-ID is used by Zendesk to identify whether an email should be threaded into an existing…

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