Configuring Email Threading in Zendesk Tickets
Discover why you can't configure emails to thread into existing Zendesk tickets without matching message-IDs. Learn about this hard-coded feature.
Why can't I configure emails to thread into existing Zendesk tickets?
Emails cannot be configured to thread into existing tickets unless they have matching message-IDs. This is a hard-coded feature in Zendesk.
The system relies on message-IDs to determine whether an email should be added as a comment to an existing ticket. Unfortunately, this logic cannot be altered, so it's crucial to ensure that the message-ID matches if you want emails to be threaded correctly.
More related questions
Can I add emails with the same subject to an existing Zendesk ticket?
No, you cannot add emails with the same subject line to an existing ticket as a comment. Emails must have matching message-IDs to be threaded into existing tickets. This is a hard-coded feature in Zendesk and cannot be changed. If you're looking to…
What is required for an email to be added as a comment to a Zendesk ticket?
For an email to be added as a comment to an existing Zendesk ticket, it must have a matching message-ID. This is a non-negotiable requirement. The message-ID is used by Zendesk to identify whether an email should be threaded into an existing…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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