What is Simplified Email Threading in Zendesk?
What is simplified email threading in Zendesk?
Simplified email threading in Zendesk enhances the way email messages appear in email applications like Gmail. It streamlines conversations by removing redundant messages, making it easier for both end users and agents to follow the conversation.
In the simplified threading experience, each email only includes the latest comment, rather than the entire thread history. This allows users to better utilize the native threading capabilities of their email applications, such as Gmail, where only the first and last two messages are shown with an option to expand the thread. This approach makes email interactions more conversational and less cluttered. For more details, check out theoriginal article.
More related questions
How does simplified email threading affect end users?
For end users, simplified email threading makes email conversations appear more like natural conversations in their email applications. It removes repeated messages, showing only the latest comment in each email. This change is particularly…
What changes do agents experience with simplified email threading?
Agents receive more streamlined email notifications with simplified email threading, which include only the latest comment and a ticket info card with key details about the ticket. This approach helps agents quickly access important information…
Can I switch to simplified email threading if my account was created before June 15, 2022?
Yes, if your Zendesk account was created before June 15, 2022, you have the original email threading experience. You can switch to the simplified threading experience by following the steps outlined in the 'Implementing simplified email threading…
Does simplified email threading affect the Zendesk agent interface?
No, simplified email threading does not change any UI elements in the Zendesk Support agent interface. It only affects how notifications are displayed in emails. Agents will continue to use the Zendesk interface as usual, but the email…
How does simplified email threading handle inline image attachments?
With simplified email threading, outbound emails from Zendesk Support do not include inline image attachments from previous user emails. This change helps keep email threads clean and focused on the conversation, rather than cluttered with repeated…
Can I customize notifications with simplified email threading?
Yes, you can customize notifications with simplified email threading by using the new set of placeholders provided by Zendesk. These placeholders allow you to tailor each notification trigger individually, enabling you to test and implement the new…
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