Requirements for Email Comments in Zendesk Tickets
Understand the requirement of matching message-IDs for emails to be added as comments to existing Zendesk tickets. Learn about this essential process.
What is required for an email to be added as a comment to a Zendesk ticket?
For an email to be added as a comment to an existing Zendesk ticket, it must have a matching message-ID. This is a non-negotiable requirement.
The message-ID is used by Zendesk to identify whether an email should be threaded into an existing ticket. Without a matching message-ID, the email will create a new ticket instead. This process is hard-coded and cannot be changed.
More related questions
Can I add emails with the same subject to an existing Zendesk ticket?
No, you cannot add emails with the same subject line to an existing ticket as a comment. Emails must have matching message-IDs to be threaded into existing tickets. This is a hard-coded feature in Zendesk and cannot be changed. If you're looking to…
Why can't I configure emails to thread into existing Zendesk tickets?
Emails cannot be configured to thread into existing tickets unless they have matching message-IDs. This is a hard-coded feature in Zendesk. The system relies on message-IDs to determine whether an email should be added as a comment to an existing…
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