Messages from the Same eBay Thread Are Not Grouping into a Single Zendesk Ticket

ChannelReply creates messages via API, and it only threads API messages with other API messages. When you set up ChannelReply, there may already be several eBay tickets in your account that were created via email instead. ChannelReply can't add messages to those tickets and creates new tickets instead.

In such cases (when you receive a reply as a new ticket), we suggest doing the following:

1. Click on the customer's name to see all of his or her tickets.
2. Merge all tickets that have the same subject line.

After that, all new replies from eBay with that subject will go into this ticket.

A few weeks after ChannelReply setup, there shouldn't be any cases of multiple tickets with the same subject. All your conversations should be threaded.