Automatic Email Threading: How it Works
Email threading allows you to group related emails together into a single conversation. This can be helpful for keeping track of extended email chains or for organizing emails that are related to the same topic or subject.
We are identifying ticket threading based on the below three conditions,
- Subject Contains Ticket ID
If you send an email to the support email and the email subject contains the Ticket ID and it follows the format that we have configured, our tool will automatically detect this ticket ID and the format. This allows the emails to be automatically threaded together, so that all of the messages related to a particular ticket are displayed together.
Format: #{{ticket.ID}} - {{ticket.subject}}
- Even if the {{ticket.subject}} differs, the {{ticket.ID}} should be the same. Also, if the structure of the email subject does not meet the format, the update will not be recognized as part of the existing thread and the system will create a new ticket.
- Refer to the example format below:
#234134 - How to add an update to the ticket?
- Body content Contains Hidden Ticket ID
If you send an email to create a ticket, you will receive a notification email from our system, and that notification email contains the hidden ticket ID. If you reply to that notification email, our system detects the hidden ticket ID and will post the replied content in the ticket. - Email Unique Message ID
When a user replies to an email, the original message ID is included in the header of the reply. This reference allows the system to recognize the reply as part of the same conversation. As a result, users don’t need to include the ticket ID in the subject line or forward the message to the support email address—the reply will automatically be linked to the correct ticket.
Here is the priority order for updating an email reply in a ticket. This will work using the “OR” condition.
- Initially, the subject of the email will be validated. If it matches, the replied content will be posted in the ticket.
- If the email subject does not match, the hidden ticket ID will be validated. If it matches, the replied content will be posted in the ticket.
- If no hidden ticket ID is found, the unique message ID will be validated. If it matches, the replied content will be posted in the ticket.
FAQ
Q1. Is the ticket subject important for threading?
No, the subject can differ, but the ticket ID must remain the same and follow the correct format for threading to work.
Q2. What is the priority order for validating email replies?
BoldDesk checks in this order:
- Subject with ticket ID.
- Hidden ticket ID in the body.
- Unique message ID in the header.
Q3. Do I need to manually include the ticket ID when replying?
Not necessarily. If you reply directly to the system-generated email, the hidden ticket ID or message ID will ensure proper threading.
Q4. Can email threading work for forwarded emails?
Forwarded emails may not always retain the original message ID or hidden ticket ID. To ensure threading, include the ticket ID in the subject line using the correct format.
Q5. Can I customize the ticket ID format used in email subjects?
Yes, BoldDesk allows you to configure the ticket ID format under Admin → Email Settings.
