New user to Zendesk. I have noticed that when I create a ticket from an email when I reply or forward a message in the same email thread (and cc in zendesk) it updates the comment of the same ticket in zendesk which is great and exactly what I want to happen.
My question is how does zendesk define whether to update a ticket or create a new one from an incoming email? Does it just try and match the subject or some other method?
The email address for the ticket has the ticket ID as the reply address.
so, if the customer is email you, they type in support@mycompany and that will create a ticket. But when they reply to an existing ticket, they are really replying to the support+id156@ address.
Sorry perhaps not clear, I was actually referring to when you send an email to support@domain.zendesk.com from outlook which creates the ticket. If you then reply to the sender in outlook using the same email thread and cc or bcc support@domain.zendesk.com it will update the same ticket i.e. without using any of the automated responses from zendesk.
Hey Chris!
We use a combination of ticket subject and email header information to determine whether an email comment should be added to an existing ticket or create a brand new ticket. So when you forward an email into Zendesk and respond to that email and cc the support address, Zendesk detects the same subject and header information and adds that email to the ticket comments.
Hope that helps!
Thats great, but sometimes i like to send an email rather then update a ticket, but still keep a record of the email in the ticket (for instance if i want some specific formatting or copy in several people) in my previous helpdesk we just used to put the ticket number in the subjet line and it would update the ticket, not create a new one. How can i do this in Zendesk?
Kris
For agents, it is a little awkward to update tickets from a fresh new email.
You can send an new email to support+idXXXX@yourzendesk.com where XXXX is the ticket number that you want to update.You can also use:
#note
...as the first line on the email to ensure the ticket update remains private.
However, apart from being fiddly to craft the send to address, when the email arrives in your Zendesk, it is likely to be suspended. Once recovered, then your target ticket will be updated.
If you do a lot of support by email and need a full history in the ticket, the best way is the collaboration add on. That gives side conversations attached to each ticket. That may a little more than what you need in this case.
Hope that helps.
@Kris,
I'll add to Graeme's options that you can also use each tickets encoded ID in the subject line to update an existing ticket. Brett wrote up a great article on how you can allow email responses to thread into existing tickets. The article is talking about email targets, but you can adapt your triggers to update your subject lines so they include a unique ID that will allow you to be more effective in updating via email.
The key to it is to add [{{ticket.encoded_id}}] into your ticket subject lines and any email reply with that encoded ID in it will thread into the related ticket. You can also generate this ID from a macro by including the placeholder. Just don't forget to wrap it in square brackets when you add it to your subject line.
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