Check Message-ID for Email Threading Issues
How can I check the message-ID to solve email threading issues?
To solve email threading issues, you can check the message-ID in the email headers. Open the original message that started the ticket and any subsequent threaded messages. Select 'Source' under the subject line to view the header data.
Look for the Message-ID, In-Reply-To, and References fields. Use the Find function to search for matching message-IDs. This will help you determine if the emails are threading due to matching IDs. If the In-Reply-To or References fields show a reply to a pre-existing message, it indicates the requester replied to a saved message instead of creating a new request.
More related questions
Why do emails thread to the wrong ticket in Zendesk?
Emails may thread to the wrong ticket in Zendesk due to matching message-IDs. When a new email is received, Zendesk checks the message-ID. If it matches an existing ticket, the email is added as a comment to that ticket, regardless of the support…
What happens if email threading data is older than 30 days?
Email threading data older than 30 days won't be available for making thread connections. Zendesk keeps threading header data for 30 days. If an email response to an existing thread is older than this, the data needed to connect it to the original…
Can I use triggers to thread emails based on the subject in Zendesk?
Currently, Zendesk does not support threading emails based on the subject using triggers. While triggers can check ticket subjects for specific words, they cannot cross-reference subjects with existing tickets. If you need this functionality,…
How does Zendesk handle email replies without the original message-ID?
Zendesk requires the original message-ID for processing email replies as comments on existing tickets. If the message-ID is missing, the email may not thread correctly. The References header can be used, but it might result in errors like…
What should I do if emails are threading incorrectly despite unique message-IDs?
If emails are threading incorrectly despite having unique message-IDs, check the SMTP headers for any discrepancies. Sometimes, other header fields like In-Reply-To or References might cause threading issues. Download the original email source and…
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