Why Emails Thread to Wrong Tickets in Zendesk
Why might emails thread to the wrong ticket in Zendesk?
Emails might thread to the wrong ticket in Zendesk if the system misidentifies the ticket to which the email should be applied. This can happen due to incorrect email headers or if the email subject line is similar to another ticket. It's important to ensure that email updates are correctly threaded to maintain a coherent conversation history. If you encounter this issue, you may need to manually adjust the ticket associations.
More related questions
What is ticket merging in Zendesk?
Ticket merging in Zendesk is the process of manually combining separate existing tickets. This is particularly useful when two tickets are created for the same issue. When tickets are merged, a comment is added to both tickets indicating the merge…
How does ticket threading work in Zendesk?
Ticket threading in Zendesk automatically applies inbound email updates to a specific ticket record as part of an ongoing conversation. This feature ensures that all related communications are kept within the same ticket, maintaining a coherent…
When should I use ticket merging in Zendesk?
You should use ticket merging in Zendesk when you have multiple tickets that address the same issue. This is a common scenario when a customer submits more than one ticket for the same problem, or when different agents create tickets for the same…
What happens to a ticket after it is merged in Zendesk?
After a ticket is merged in Zendesk, a comment is added to both the original and the merged ticket indicating the merge event. The merged ticket is then closed, while the original ticket remains open with all the combined information. This process…
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