At the moment we are in trail mode. Where we test Zendesk and the possibilities.
A huge issue is that some of our customers are working with a ticketing system called 'Service Now'. When every they send an email. Our zendesk account send out the trigger about the notification. When a agent is replying to their email via zendesk they receive it good.
But when they reply to that email, back to us, zendesk is creating a new ticket. Everytime!
It looks like Service Now is nog replying to the email adres support+id**@company.zendesk.com. But they send back the reply to Support@company.Zendesk.com.
How to solve this?
Can we for instance modify Zendesk that tickets are ordered or linked to each other by ticket number mentioned in the subject?
Hope to hear a solution!
Kind regards,
Mark