Email send form adress +ticket id

Hi.

I am working on teams plan for zendesk.

Sometimes our customers send us email to our mail adress +last ticket id. by mistake.

than instead of creating new ticket the old one is updated. Is there a way to fix it?

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Hello @Grzegorz Orlik,

Unfortunately no.

The reason is that this is how ticket threading works.

We need to have that email+ticketID@subdomain.zendesk.com if we want to reference it to a ticket.

If that happens, I would advise the end-user that this was threaded into an existing ticket, solve that ticket and open a new ticket.

Hope that helps!

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