Why Emails Thread to Wrong Ticket in Zendesk
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 address it was sent to.
This threading logic follows RFC standards, where the In-Reply-To and References lines should have unique values. If these lines use a static message-ID or email address, emails will thread into the same ticket. To avoid this, ensure you are not resending emails with previous conversation text or just changing the Reply-To address. Instead, create a new email and send it to your support address. For more details, visit theoriginal article.
More related questions
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…
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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