Hello,
I've seen this subject mentioned and we've tried a number of times to figure this out with no luck so far, so hoping someone here can help.
We get a bunch of alert emails from a few different systems into our helpdesk. These emails are one way and we don't have any control over the format so we just have to get them the way they come in.
What happens is we'll get a new ticket email with a ticket ID from the outside system with some details. Then we'll get any number of follow up / update emails with the external ticket ID in the subject and then finally a resolved ticket email again with the external ticket ID in the subject. Often this will be a dozen or more emails all related to the one issue.
The way it is now, each email generates a new ticket. When we have a big issue going on it can mean hundreds of tickets that are mostly noise and tough to sort though. We really need to figure out how to have follow up emails actually update the original ticket.
Is there anyway to do this from within Zendesk or any affordable external services / apps that can help with this?
Thanks!
Thank you for sharing your experience. It sounds like you're encountering quite a challenge with managing ticket updates from multiple systems, and I completely understand how the influx of related emails can create noise in your helpdesk.
One approach to consider is using the Zendesk API for ticket updates, which can help consolidate those follow-up emails into the original ticket instead of creating new ones. Using the API, you can programmatically identify tickets based on the external ticket ID in the subject line and add comments to the corresponding original ticket.
Additionally, you might want to explore triggers and automations within Zendesk, which could help manage ticket updates based on specific conditions, such as the presence of an external ticket ID.
If you’re open to it, I believe third-party integrations like Zapier can also automate some of these processes, allowing you to set up custom workflows that might better manage the influx of emails.
I hope these suggestions help!