How to Solve Ticket Threading issues with Email Headers
Properly managing email headers is essential for avoiding unintended ticket threading in helpdesk or ticketing systems. Email headers contain metadata that helps systems distinguish between separate conversations and replies. Misconfigured or overlooked headers can cause multiple tickets to merge incorrectly. This guide explains how to locate and interpret email headers in popular email clients such as Microsoft Outlook (Web & Desktop) and Gmail, ensuring accurate ticket separation.
Why Email Headers Matter
- Purpose: Email headers include unique identifiers like
Message-ID,References, andIn-Reply-Tothat ticketing systems use to thread conversations. - Impact: Incorrect or missing header references can cause:
- Multiple tickets merging into one thread.
- Confusion in ticket history.
- Delays in resolving customer issues.
Finding Email Header References
When a user replies to or forwards an email, the header contains references to the original message. These references help ticketing systems maintain proper threading.
Microsoft Outlook Web
- Open the email in Outlook Web.
- Click More options (three dots) in the top-right corner.
- Select View → View message details.
- Scroll down in the new window to find the email header information.
Example:
Headers may include Received: from email.amazonses.com, indicating the email originated from BoldDesk’s notification system.
Microsoft Outlook Desktop
Follow the given steps to find the email header:
- Open the email in Outlook Desktop.
- Click File → Properties.
- Locate the Internet headers section for header details.
Tip: Look for fields like:
-
Message-ID -
References -
In-Reply-To
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
Email headers for Gmail and other email clients are discussed below;
Gmail
-
Open the email in Gmail.
-
Click the three dots (More options) in the upper-right corner.
-
Select Show original to view full header details.
Other Email Clients
Most email clients provide an option to view headers under Advanced Settings or Message Options. Look for terms like:
- View Source
- Show Original
- Internet Headers
Interpreting Email Headers
Key fields to check:
- Message-ID: Unique identifier for the email.
- References / In-Reply-To: Indicates the original message or thread.
- Received: Shows the sending domain (for example,
email.amazonses.comfor BoldDesk notifications).
Use Case: If the header shows In-Reply-To referencing a previous ticket email, the system will thread it under that ticket.
Best Practices
- Always verify headers before manually associating emails with tickets.
- For automated systems, ensure header parsing is enabled.
- Avoid altering headers when forwarding emails.
Frequently Asked Questions (FAQs)
Q1: Why do ticketing systems rely on email headers?
A: Headers contain unique identifiers that help systems maintain conversation context.
Q2: What happens if headers are missing?
A: The system may create a new ticket instead of threading the email under the existing one.
Q3: Can I edit email headers?
A: Generally, no. Headers are system-generated and should remain unchanged for accurate threading.
