Replies to Email-Target Notifications in Zendesk
Why do replies to email-target notifications create a new ticket in Zendesk?
Replies to email-target notifications create a new ticket in Zendesk because the system treats these replies as new incoming requests. This behavior is due to the way email targets are configured, where the original ticket is not linked to the external email communication.
If you need replies to be associated with the original ticket, consider using other methods or configurations that allow for such linking. This ensures that all related communications are kept within the same ticket thread for better tracking and management.
More related questions
How can I notify external email addresses using Zendesk triggers?
You can notify external email addresses using Zendesk triggers by setting up a target and creating a trigger. First, create an email target in the Admin Center under Apps and integrations. Then, create a trigger under Business rules to specify the…
What are some examples of using notify target in Zendesk?
Notify target in Zendesk can be used to send notifications to external systems or email addresses. For instance, you can set up a notification to email the CEO when a ticket's priority is changed to urgent. Another example is notifying the security…
How do I create a custom field for notifications in Zendesk?
To create a custom field for notifications in Zendesk, navigate to the Admin Center and select Tickets under Objects and rules. Add a new field and choose the Drop-down option. Enter a display name, such as 'About', and make sure to select…
What should I consider when creating custom notifications in Zendesk?
When creating custom notifications in Zendesk, consider who you want to notify, when they should be notified, and whether the trigger is initiated by an agent or end-user action. Also, decide what information should be included in the notification….
How can I test my notification setup in Zendesk?
To test your notification setup in Zendesk, follow the steps for the specific notification scenario you have created. For example, if you set up a notification for when a ticket is marked as urgent, change the priority of an existing ticket to…
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