Hey team,
Bit of a weird one – we’ve got an end user who emails us daily, but every message just keeps landing in the same ticket instead of opening a new one.
- The subject line stays the same, but the user says they’re sending fresh emails (not hitting reply).
- Each day Zendesk just reopens that same ticket.
- Looking at the raw email source, the messages are coming through Office 365 with Crossware in the mix, so I’m guessing the headers are making Zendesk think it’s all one thread.
Has anyone else seen this happen? Is there a way to make sure each new email from them spins up a brand new ticket (without asking the end user to add #new_ticket every time)?
What you’re experiencing is a known behavior related to how Zendesk tracks email threads. Zendesk uses certain email headers like “Message-ID” and “In-Reply-To” to group emails into existing tickets. If Office 365 and Crossware are modifying these headers or if the emails appear as part of the same thread, Zendesk will treat them as replies and reopen the existing ticket instead of creating a new one.
To work around this without asking the end user to manually add #new_ticket every time, consider the following options:
Many community members have faced similar scenarios—sharing your use case in the Zendesk Community might also reveal additional creative solutions.
Hope this helps!