Ensure Customer Email Replies Thread to Original Ticket
How can I ensure customer email replies are added to the original ticket in Zendesk?
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 as a public comment.
Additionally, there is a paid app by Ontec available in the Marketplace that allows you to forward entire ticket conversations to any external email. When the recipient replies to the forwarded email, their comment will be threaded to the original ticket as a private comment.
More related questions
Why do replies to email-target notifications create a new ticket in Zendesk?
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…
What is the alternative to using email targets for notifications in Zendesk?
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…
Can I forward entire ticket conversations to external emails in Zendesk?
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…
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