How to Identify Email Header References to Prevent Ticket Threading
To avoid threading issues in ticketing systems, it’s crucial to identify the email header references. This article will show you how to locate these headers in clients using Outlook email.
By understanding and managing email headers, you can ensure that your tickets are correctly separated and unintentional threading.
Finding email header references
When a user replies to or forwards an existing email, the reference to the ticket is included in the email header. You can confirm the reference details in the email header by following the steps outlined below:
How to view an email header on Microsoft Outlook web
- Click the More options located at the top-right corner of the message.
- Select View from the options and then choose View message details.
- A new window will open, where you may need to scroll down to find the email header.
How to view an email header on Microsoft Outlook desktop
Follow the given steps to find the email header:
- Open the email in Outlook.
- Click on File and then Properties.
- Look for the Internet headers section to find the email header information.
In the above screenshot, the email header shows that it was received from the domain “email.amazonses.com,” which is used by BoldDesk for sending notification emails. This indicates that the email is part of an ongoing conversation, likely a reply to a previous message, and is related to a specific ticket thread.
By following these steps, you can easily identify the necessary email header references and avoid ticket threading issues in your ticketing system.
How to view email headers for Gmail and other clients
Gmail
To view the original email, open the email, click on the three dots located in the upper-right corner, and then select “Show original.”
Other clients
Most email clients provide an option to view headers, typically found in the advanced settings or options for each message.
