I have an email alias teams use for escalating issues, and the discussions happen over email and we are trying to save those requests and discussions within a Zendesk ticket for tracking purposes.
The idea is to create a script where whenever someone sends an email to that alias, the script would use zendesk API to generate a new ticket and CC the zendesk ID alias (i.e support+id{{id_number}}@mycompany.zendesk.com) to the email and reply all.
The issue I am facing at the moment is testing if the logic would work, so I created a new ticket and responded the email thread adding the alias of that ticket (support+id654321@mycompany.zendesk.com) as cc but the conversation never gets added into the existing ticket. Which doesn't makes sense because if I respond to the email received after its creation, it works and it is the exact same alias.
Does anybody know if that's intended or if there's anything else we can do that could achieve the same outcome?
Forward email conversation into an existing zendesk ticket
Hi Sidney! The first step in determining if this is expected is understanding where those responses are going. If you haven't already checked your suspended tickets folder and analyzed the suspension reasons, I would recommend starting there.
In general, I don't recommend trying to force emails into tickets like this, as you will almost always run into some sort of issue. The best bet would be to build a layer to send your email to, parse out the body, email, etc. and then send that to the ticket via our API.
Hi Greg,
Thanks for the follow up!
I understand the recommendation. I am a bit confused with what you mentioned:
In general, I don't recommend trying to force emails into tickets like this, as you will almost always run into some sort of issue.
Would you elaborate a bit more on this?
As an Update, I found the reason why it doesn't work for me. When checking the suspended tickets you recommended I can see it:
| Permission denied due to unauthenticated email update | This indicates that the email header doesn't contain the email token identifying the ticket. This can happen if an email client strips out email header information. |
This information helps a lot! Thanks Greg.
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