Duplicate Ticket Subjects Not Visible in Zendesk

Hey @kerry11 - 

I'll start out by saying that Zendesk isn't *really* setup to handle automated email reminders.  Because of this, they could be getting relegated to spam for that reason.  If that's the case, you could monitor your spam folder, make the email address a 'light agent' in your system, or add the email address to your allow list.  

Another option is to work with the vendor to have them adjust the notification subject line to reference the ticket # (or something else) to make it unique.  This would require effort from your vendors.

Lastly, and this is a stretch you could setup a rule in your inbox to forward the email notifications to an agent, and then have that agent setup a rule to auto-forward the email into Zendesk (with email forwarding on).  It's possible that this double jump might be enough disruption to help the email get to its final destination in your Zendesk instance.

It's possible that other community members have found other solutions, but these are what I've been able to come up with so far.  Hope this helps!

Brandon

Thank you Brandon, I am happy to hear the hint regarding the "light agent" role. Do you have the experience that this will avoid handling the reminders of the vendor as spam?

Thanks for your feedback as well.

Regards, Stephan

Hey Stephen,

Since light agents are considered to be more trusted than end users, the system is less likely to consider them a source of spam. That said, it's not foolproof since multiple emails that are similar in nature from the same address over a short period of time feels very spam-ish.

So it's not really email reminders that we're seeing. I'm hesitant to add an email address as a light agent that doesn't need to be. Appears that these dup emails are being flagged as being from a system user. When these tickets reach Zendesk, they are suspended. How do we resolve suspended tickets in this instance?

See:

https://support.zendesk.com/hc/en-us/articles/4408828416282

Thank you,

Kerry

Thanks Mike. I researched some other articles on managing suspended tickets. However, adjusting settings or adding domains to the allow list does not resolve the issue. New emails from a specific domain continue to get suspended automatically. Any advice in this situation?

Hey @kerry11, 

Thanks for keeping us posted! I'm going to create a ticket on your behalf so our Customer Care team can look into this with you.

You'll receive an email shortly stating your ticket has been created.

Cheers!