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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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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