Hi,
We sometimes have to communicate with a customer or a supplier via their ticketing system, using our Zendesk. So we comment in Zendesk, triggering an email to their support email. They comment in their ticket and this gets sent back to our Zendesk via email.
The problem is the third party ticketing system strips out the Zendesk IDs so at our end, a new ticket is created rather than the new comment being matched to the original Zendesk ticket. So we end up with many tickets, each with one comment and all on the same issue.
I assume that Zendesk is unable to allocate the incoming email to the correct ticket because the other ticketing system has stripped the ticket ID from the email body or the email header.
We include {{ticket.id}} in all out outgoing subject lines and the third party system includes this in the body of the email back to us, but Zendesk doesn't seem able to link this to out ticket.
Does anyone have any brilliant strategies for dealing with this please? It must be very common.
Thanks, Jonathan
