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How to Thread Direct Emails into Existing BoldDesk Tickets
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Sometimes, customers email agents directly about an issue already submitted as a ticket. These side conversations can lead to lost context.
To keep communication centralized, simply forward the email conversation to your support address with the ticket ID in the subject line. BoldDesk will automatically link it to the correct ticket when the subject-based email threading feature is turned on.
Enabling Subject-Based Email Threading
- Navigate to Admin Center > Emails > Configurations.
- Find Disable Subject-Based Email Threading settings.
- Uncheck this option to turn on the subject-based email threading.
- Click Update to save your changes.
- This feature is fully based on the ticket ID. When forwarding a conversation, include the ticket number (e.g., #23) in the subject line.
- To view the whole conversation, click View Original Email to access the thread.
