Handling New Messages from Sunshine Users in Zendesk
How are new messages handled in Zendesk when sent by a Sunshine Conversations user?
When a Sunshine Conversations user sends a new message, Zendesk uses the external_id to map the message to the corresponding Zendesk user. If a ticket already exists and is not closed, new messages are threaded into the existing ticket.
If there is no existing open ticket, a new ticket is created. If there is no matching ticket or user, Zendesk creates a new user and ticket. This ensures that all messages are properly tracked and managed within Zendesk. For more information, check theoriginal link.
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