How can I troubleshoot threading issues?

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  • Allison Ramsey-Henry

    What it is a message ID?

  • Jessie Schutz
    Zendesk team member

    Hi Allison!

    The message-id is a piece of information that's found in the header of an email, and Zendesk uses it to make sure that ticket responses sent via email are added to the correct ticket.

  • Chris Tout

    There is still some issue with emails sent to addresses like vs emails sent to addresses like  (The first is a "new" message, the second is more like an alias and generated when a ticket is created).

    One assigns correctly to a brand and the other does not, even if that +123123 part is completely fictional and does not relate to a "previously raised ticket".

    This does not appear to be working as expected (e.g. consistently).

  • Brett Bowser
    Zendesk Community Team

    Hey Chris,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can dig into this further. You'll receive a follow-up email shortly stating your ticket has been created.

    Feel free to reply back from that email if you have any additional information to provide.


  • Chris Tout

    Thanks @Brett,

    So far, no dice - however, I'm hoping to have this raised as a suggestion for the developers to consider.


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