To implement simplified email threading in your Zendesk account, you need to update your triggers, automations, and email templates.
Start by listing all active triggers and automations that send emails and contain original comment placeholders. Clone these, make necessary changes using simplified threading placeholders, and then activate the clones while deactivating the originals. Additionally, update your email templates by replacing original placeholders with simplified ones. It's recommended to perform these updates during low support request periods to avoid inconsistencies.
Simplified email threading in Zendesk is a feature introduced on June 15, 2022, to enhance the readability and productivity of email conversations in modern email applications like Gmail. This feature ensures that only the latest comment is shown…
Before implementing simplified email threading, consider that outbound emails will not include inline image attachments from previous emails, and dynamic content with placeholders will display differently. It's important to plan the implementation…
To update triggers and automations for simplified email threading, replace the content of the email body with simplified threading placeholders. First, list all active triggers and automations that need updating. Clone each one, replace the…
Updating email templates for simplified email threading involves replacing original comment placeholders with simplified threading placeholders. Start by backing up your current templates. Then, update the follower or CC template and the…
To restore the original email experience in Zendesk, reactivate the original triggers and automations and deactivate the clones. Additionally, restore the original follower or CC template and account-level email templates from your backup files….
Default triggers and automations that need updating for simplified threading include those that notify requesters, assignees, and groups about ticket updates and assignments. Examples include 'Notify requester and CCs of comment update' and…