Instead of using email targets for notifications, you can use the CC feature in Zendesk. By CCing the end user on a ticket, they will receive a notification that allows their reply to be added to the ticket as a public comment.
This method ensures that replies are threaded to the original ticket, unlike email targets which create a new ticket for each reply. For more information on customizing CC notifications, refer to the article on configuring CC and follower permissions.
Replies to email-target notifications create a new ticket because the target notification system is not designed to thread replies to an existing ticket. Instead, it is expected behavior for a new ticket to be created when a reply is sent to a…
To ensure customer email replies are added to the original ticket, avoid using targets for notifications. Instead, use the CC feature to notify end users. When they reply to a CC notification, their response will be threaded to the original ticket…
Yes, you can forward entire ticket conversations to external emails using a paid app by Ontec available in the Zendesk Marketplace. This app allows you to send ticket conversations to any external email address. When the recipient replies to the…