Importance of 'In-Reply-to:' and 'References:' in Zendesk
What role do 'In-Reply-to:' and 'References:' strings play in Zendesk ticketing?
'In-Reply-to:' and 'References:' strings are essential for proper ticket threading in Zendesk.
These strings help Zendesk determine if a message is part of an existing ticket. If they are missing or incorrectly set, Zendesk may not be able to nest replies accurately, leading to duplicated tickets. Ensuring these strings are correctly processed is key to preventing such issues.
More related questions
Why do I see duplicated tickets in my Zendesk account?
Duplicated tickets in Zendesk often occur due to incorrect processing of email headers by your mail provider. When emails are forwarded to Zendesk, the email headers, specifically the 'In-Reply-to:' and 'References:' strings, help determine if a…
How can I check email headers to troubleshoot duplicated tickets in Zendesk?
To troubleshoot duplicated tickets, you need to check the email headers in Zendesk. Start by clicking the options menu icon for each of the first replies in the duplicated tickets, then select 'View original email.' Once the original email is…
Why might iPhone email replies cause duplicated tickets in Zendesk?
iPhone email replies can cause duplicated tickets in Zendesk due to their plain-text format. Zendesk's email processor struggles to thread messages sent from iPhones because they are plain-text, which can lead to duplicate tickets. This issue is…
What should I do if my IT team cannot resolve duplicated ticket issues in Zendesk?
If your IT team cannot resolve duplicated ticket issues, it may be necessary to contact Zendesk support. Sometimes, the problem lies with Zendesk's email processor rather than your internal systems. If your IT team confirms that the email headers…
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