Hello, something we've struggled with for a long time is dealing with emails alerts and other system generated messages. These messages will come in as an alert, then multiple updates, then a closure or something similar to that. In those scenarios we end up with a ticket created for each update making the helpdesk not usable.
Is there some way when an email is received to check existing open tickets for specific things like the a ticket number from an external alert system, or some other phrase or criteria then if there's a match, update the existing ticket Zendesk ticket with the new information rather than creating a new one?
Thanks!