How Ticket Threading Works in Zendesk
How does ticket threading work in Zendesk?
Ticket threading in Zendesk automatically applies inbound email updates to a specific ticket record as part of an ongoing conversation. This feature ensures that all related communications are kept within the same ticket, maintaining a coherent conversation history. However, if an update seems out of place, it might be due to incorrect threading. This can happen if the system misidentifies the ticket to which the email should be applied. For more information, you can check the originalZendesk article.
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Ticket merging in Zendesk is the process of manually combining separate existing tickets. This is particularly useful when two tickets are created for the same issue. When tickets are merged, a comment is added to both tickets indicating the merge…
When should I use ticket merging in Zendesk?
You should use ticket merging in Zendesk when you have multiple tickets that address the same issue. This is a common scenario when a customer submits more than one ticket for the same problem, or when different agents create tickets for the same…
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Emails might thread to the wrong ticket in Zendesk if the system misidentifies the ticket to which the email should be applied. This can happen due to incorrect email headers or if the email subject line is similar to another ticket. It's important…
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