Every time an email is sent regarding a ticket, it creates a new email thread for the Requester.
This results in multiple separate threads, which has been confusing and inconvenient for our clients.
Is there a way to make all emails for each ticket appear in one consolidated thread instead?
Hello Raymond! This is how HelpDesk works usually: it creates a new ticket and add all further replies to the same building one communication thread. HelpDesk defines whether the current message is a new reply to an existing ticket using:
[#1], which is included into the HelpDesk notifications by default;The requester needs to reply to the notification sent by HelpDesk and then all should work properly. Instead, they may reply to other e-mail messages they received and/or delete the ticket ID from the subject.
I’ve tested this, on the customer/requesters end (in their email inbox) every email regarding a ticket creates a new thread.- despite the subject being the same. This makes viewing a ticket in their inbox as a thread extremely difficult. I'm using the default email templates.
Here's a screenshot of email inbox in Conversation/Thread view, showing how each email on a ticket comes in as a new Conversation/Thread in email inbox.
I am sorry, I misunderstood the issue: I thought that each requester's reply creates a new ticket on a HelpDesk site. In your case, each notification message includes all replies in one thread below the reply line so there is no need to keep chains in the mailbox.
Yes, however we have been receiving a lot of complaints that’s it’s very hard to follow tickets this way. Most helpdesk systems have emails on the same thread/chain as standard.
Is this not an option?
I will ask developers whether we can fix it.
Any word back from the developers on this?
Developers will discuss it today, and I will inform you about the result tomorrow.
Developers are working on grouping the notifications in mailbox. They should finish in a few weeks. I will notify you once it is done.
Checking in to see if you had an updated date of completion?
Hello! Developers are still working on the feature and there were no updates on the completion date.
Hello Raymond! Unfortunately, HelpDesk architecture does not allow to accomplish this task fast enough. Developers postponed it until the release of a new widget version. Thus, implementation of the e-mail threads may take several months. I am sorry for the issues it causes for you. Anyway, I will post further updates in this topic if you are still interested in it.
I’m Most definitely interested please keep me posted.
Any update here? This functionality is still very much needed.
The widget is ready but being tested. Only after that we can take to the task with the message threads.
@3Com, hi! I discussed the feature with developers and it turned out that they already researched it. Unfortunately, its implementation is not that easy and the task is waived: we may return to this task but no guarantee and due date.
This is core functionality of a helpdesk/email setup, I've researched & all other HelpDesks have this.
Is there any workaround to accomplish this?
I am getting alot of consumer complaints, with more than one ticket per client it's close to impossible to follow a ticket thread.
Raymond, I will discuss the issue again with developers but why is it impossible to follow the ticket thread? Each e-mail notification contains all comments in the current ticket discussion so there is no actual need in the e-mail threads as all the required information is available in the current message.
Most customers have multiple tickets for their account & having a ton of emails unthreaded makes it extremely hard to follow, despite each email having the history. It's extremely hard to remember for example if a customer has 10 open tickets if they responded to that particular tickets latest email.
We've used ZenDesk in the past & their threading has this functionality, here is a link on how it works, Can we implement the same/similar functionality?
