Why does replying to a Zendesk ticket create a new one?
Why does replying to a Zendesk ticket create a new one?
Replying to a Zendesk ticket can create a new one if the email's message-ID doesn't match any existing ticket. This can happen if the user replies to a Closed ticket, which results in a follow-up ticket. To ensure emails thread correctly, check the message-IDs of the emails involved.
More related questions
Why is my Zendesk ticket marked as Open?
A ticket in Zendesk is marked as Open when it requires attention or action. This status can change from New to Open for several reasons, such as when an agent manually changes it, a ticket is assigned to an agent, or when an end user replies to a…
What causes a Zendesk ticket status to change?
A Zendesk ticket status can change due to various reasons, including manual changes by an agent or business rules like automations and triggers. Tickets also close automatically 28 days after being set to solved. To understand the specific cause of…
How can I find out who modified my Zendesk ticket?
To find out who modified your Zendesk ticket, you can check the ticket events. This feature shows all updates and notifications related to the ticket, helping you understand any changes made. It's also useful for troubleshooting business rules that…
Can I customize a ticket status in Zendesk?
Yes, you can customize a ticket status in Zendesk if you use the Zendesk Agent Workspace. You can create a new custom ticket status that corresponds to one of the existing categories like New, Open, Pending, On-hold, or Solved. However, the…
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