New emails sometimes show up as a reply to previous tickets that have the same Subject line | Community
Skip to main content

New emails sometimes show up as a reply to previous tickets that have the same Subject line

  • August 24, 2021
  • 4 replies
  • 0 views
J

Hello,

Recently we've been experiencing something strange and I'm hoping someone here can help.

We have a recurring process that sends an email to our support email address to create a Zendesk ticket and when those emails are sent, they always have the same Subject line. A couple months ago we started seeing some of the new emails being sent were being added to existing tickets as if they were a reply instead of creating a new ticket and at first I thought it was someone in Infrastructure replying to the same email thread, but now I'm pretty sure it's because they share a Subject line.

So now I'm wondering, is there anything we can do to make sure this doesn't happen and that we definitely get a distinct ticket created for every new email that's sent to our support email address?

Thanks,

Jay

    4 replies

    Cheeny
    • Cheeny
    • August 25, 2021

    Hi Jay,

    You can compare the ticket events to verify the actions that lead to the new ticket to ba threaded on another ticket. If you were unable to see any difference, under events, you can also reach out to our Customer Support for a closer look at your account

     

    J
    • Jay29
    • Author
    • August 26, 2021

    Hi Cheeny,

    I took your advice and compared the ticket events from one that created a new ticket as intended and one that came through as a reply and I found a discrepancy, but I'm still not sure what's causing it.

    One is firing a trigger called O365 Comment Added Trigger and the other is firing one called O365 New Ticket Trigger. But I didn't get any indication of why, so I looked at the source emails that were sent for each and found a discrepancy there too. Both have the following entries:

    Message-ID:
    Subject:

    But the one that came through as a reply also had these that weren't present in the other:

    Message-ID:
    Reply-To:
    References:
    Subject:

    Any idea what could be causing this or what we can do to prevent them coming through as replies?

    Thanks,

    Jay

    Cheeny
    • Cheeny
    • August 26, 2021

    Hi Jay,

    I think this is related to email transmission. I suggest that you reach out to our Customer Support so they can review the complete ticket events as well as your triggers.

     

    J
    • Jay29
    • Author
    • August 27, 2021

    Thanks Cheeny, we got it figured out, it was someone in Infrastructure after all ^_^

    Terms & ConditionsCookie settingsAccessibility statement