We're using two instances but it's resulting in multiple tickets for the same conversation. | The place for Zendesk users to come together and share
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Karan12
Karan12
December 6, 2023
Question

We're using two instances but it's resulting in multiple tickets for the same conversation.

  • December 6, 2023
  • 1 reply
  • 40 views

Hi 

Until now we were using one instance of Zendesk for our operations team. We've recently opted for a second isnstance for our HR team so we have two instances now. Let's say: ops.zendesk.com and hr.zendesk.com.

 Problem statement: At times the requester emails both the teams. When one of the instances reply to the email the other team gets a new ticket instead of the same conversation getting appended to the existing ticket. And what's worse is that when the requester replies to the message from one instance, the other instance gets a new ticket. 

 

Really looking forward to a resolution for this. Thanks! 

    1 reply

    Paolo14
    Paolo14Employee
    Employee
    December 7, 2023
    Hi karankuwarbidxb,
     
    Zendesk scans the Message-ID of each email and from there, it determines if an email should create a new ticket or it should be threaded on a current ticket. You can find that information here: Why do emails thread to the wrong ticket? 
     
    However, based on your explanation, that is not the expected behavior if users are replying to an email thread. In this case, we would need more samples like the ticket number where the issue occurred, actual .EML files, email address of the users, etc. I highly suggest reaching out to our Support Team to discuss this further. More information here: Contacting Zendesk Customer Support.
     
    Best,
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