Prevent Email Replies from Creating Zendesk Tickets
Learn how to manage email replies in Zendesk to avoid automatic ticket creation. Explore side conversations for user notifications.
Can I send an email without creating a Zendesk ticket?
No, if your email is connected to Zendesk, replies will create tickets. If you've set up a forwarding rule from your external email address to Zendesk, any reply to that email will automatically generate a ticket in your Zendesk account. This is because all incoming emails to the forwarded address are treated as new tickets.
If you need to communicate with a user without creating a ticket, you might want to explore using side conversations within tickets. This feature allows you to notify users without them seeing the entire ticket thread. For more details, you can check out the article on forwarding tickets to an external user.
More related questions
How does email forwarding work with Zendesk?
Email forwarding to Zendesk automatically creates tickets. When you set up a forwarding rule from your external email address to Zendesk, every incoming email to that address is converted into a ticket in your Zendesk account. This setup is useful…
What are side conversations in Zendesk?
Side conversations allow private user notifications without ticket clutter. In Zendesk, side conversations are a feature that lets you communicate with users or team members without including the entire ticket thread. This is particularly useful if…
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