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Dave31
Dave31
June 29, 2023
Question

Amazon email reply to same topic created as separate tickets

  • June 29, 2023
  • 1 reply
  • 45 views

We have replies coming from Amazon  - 

  • we get an email
  • we reply
  • customer replies - its lands in Zendesk as a new ticket and not a continuation of the conversation

No such issue for all our other channels just this one.

Any help appreciated 

1 reply

N
Neil20Employee
Employee
October 8, 2023
Hi Dave,
 
In Zendesk, when we receive an e-mail, it is scanned, searching for it's message ID and other related headers, such as "in-reply-to", "references", etc. With this, we can know to which ticket the e-mail is related.
 
Viewing the ticket's "original e-mail" in the end-user's first message, you will be able to see the source of the e-mail with all its headers.
 
If there aren't any "References" or "In-reply-to" headers this will be treated as a completely new thread since there is no way for the system to know that this e-mail somehow corresponds to another e-mail thread.
 
Zendesk does not have control over how the original e-mail is generated. The system will react to the email based on how it is received.
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