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 below three conditions,

1. 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}}

2. 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.
3. Email Unique Message ID
   When you reply to an email that has already been sent, the previous email message ID is added to the reference part of the replied email header, indicating that the email is a reply to the earlier message. As a result, the system will recognize that the two emails are related.