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Understanding simplified email threading



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Charles Nadeau

Zendesk Documentation Team

Edited Jul 25, 2024


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26 comments

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Rafael Santos

User Group Leader

We've received a Support pop-up notification on Simplified email threading, though it's not available yet, as neither of the new placeholders seems to be rendering.

Charles Nadeau Could you please clarify whether the new "ticket info card" is added via the

{{footer}}

placeholder?

Additionally, will there be an equivalent version for the end-user? While invisible, it could be useful for us to extract ticket data via Liquid functions.

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Benjamin Kirsch

Zendesk Product Manager

Hi Rafael, thanks for the question.  We are still in the process of rolling out Simplified Email Threading to all customers, so the placeholders should be available to you within the the next week.  Please let us know if you're still not seeing the placeholders after next week!

The {{footer}} placeholder includes the ticket info for agent-only communications as it always have, but will have the new look and feel (the ticket info "card") when used in conjunction with the new Simplified Email Threading placeholders mentioned in the Implementing Simplified Email Threading HC article.  Right now, we only have plans to include this info in agent-only communications.

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Rafael Santos

User Group Leader

Thanks for clarifying, Benjamin Kirsch

It was enabled in our production instance last night, showing the following banner on the Email settings page:

I've played around with it and am noticing that the {{footer}} placeholder is now sending the different ticket info cards based on placeholder presence, as expected.

I've noticed it in a Trigger that notifies agents of ticket assignment, in which we're only including {{ticket.id}} and {{ticket.title}} placeholders, as it's still sending the old card, while I've seen the new card format in a test trigger to experiment with the new HTML placeholders.

It would be great to have the option to enable the new card for agent email's footers, regardless of the notification's placeholder content.

Examples of those received:

 

I was curious about its format to be able to show conditionally in the Email template.

This is what I've prepared so far to show the card for agents using ZD in English, for a specific ticket group and brand pair:

{% if footer contains "zendesk.com/agent/tickets/" and "{{group_name}}" %}
<div style="font-size: 12px; line-height: 1.5; color: #aaaaaa; margin: 10px 0 14px 0; padding-top: 10px;">
  {{footer | remove_first:"This email is a service from {{brand_name}}."}}
</div><br/>
{% endif %}

 

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Hi,

Does this change anything in the Zendesk agent interface?

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Jeff C

Zendesk Customer Care

Hello Bruno,

No, it doesnt change any UI elements in Zendesk Support. This only affects how notifications are displayed in emails.

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There seem to be quite a few bugs with this recent release when it comes to the end user experience:

1. The quote button only appears for the end user, when the last message sent was also by an agent. If the last message sent was sent by the user, the user sees a standard email quote.

So this only seems to really work when an Agent sends two consecutive replies. Otherwise a standard email quote thread is displayed to the end user:

2.CC's do not seem to get the three most recent messages.  They also do not get the quoted button. They only get the standard email quote format.

3. Agent email addresses appear in the quoted content (though this one seems to have already been addressed and will hopefully be fixed soon)

 

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Jeff C

Zendesk Customer Care

Thanks for the feedback Shayan! We have taken note all of these points and appreciate it for better improvement of this feature

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Hello

I have a few customer complaining they haven't seen our reply. I can't have complain like this.

Can we de-activate this function?

Or can you give clear explanation what to update from our side ?

 

Thanks

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Brett Bowser

Zendesk Community Manager

Hey Frédéric,

I'm going to create a ticket on your behalf so our Customer Care team can look into this with you.

You'll receive an email shortly stating your ticket has been created.

Cheers!

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Is there a simple way we can just add this instead of having to manually do all the steps above? Seems like quite a long setup process i'd like to just be able to check a box if we want to use this feature. Will that be coming soon?

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Is this an 'all or nothing' activation? We're intrigued to see if this represents a better world to our users - but would prefer to be able to activate it in a limited way to 'trial' with a set of users and get feedback before launching globally. 

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Benjamin Kirsch

Zendesk Product Manager

Hi Mark, thanks for the question!  This is not an all or nothing activation and you can implement it on as many notification triggers as you'd like.  Because all of the functionality is tied to the new set of placeholders listed above, they can be used to customize each notification trigger individually.  One way to test for example, would be to create a temporary notification trigger with the new placeholders to see what the new experience looks like first hand.

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Bobby Koch

Zendesk Luminary

Is there a way to disable the 3 most recent interactions in the CC flow?

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Hi Bobby,
 
Unfortunately, I don't think there's a way to do that. Can you post your use case to our Feedback - Ticketing System (Support) topic, using this template to format your feedback?

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With simplified email threading enabled - private comment notifications that agents receive, no longer show the person who posted the comment. This is quite bothersome - are there any plans to update the template, so when agents are tagged by another agent and receive an email notification, they will know who was the person that tagged them?

Use case: Being able to identify who posted a private comment within the email directly, would help readability and understanding of an issue.


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Hi Shayan, as with Bobby's comment above, for the best visibility to our product team and to allow other users to add their support to your idea, please post your use case to our Feedback - Ticketing System (Support) topic, using this template to format your feedback -- thanks!

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I've noticed a couple articles seem to limit this functionality only to Gmail and others  say "like Gmail" - does this functionality apply to other web applications such as Outlook via 365, for example? 

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Dane

Zendesk Engineering

Hi Sarah, 

I have tested it using 365 and it behaves similar to Gmail.

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In some cases it is possible that might want to include some additional content in the trigger, that you would like to show right after your last comment. Example would be an included satisfaction query when solving ticket with comment:

Unfortunately current implementation would show it only after quoted content, so in many cases the requester would not see it. 

Would it be possible to show the whole content body from the trigger before the quoted content? 

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Phoebe Morin

Zendesk Customer Care

Hi Arno, 
 
Unfortunately this looks like its working as designed, as the message body is an email reply. This is going to cut off where it detects the "quoted content" (and on wrote headers above it). If it were the very first Comment in a Ticket in a thread, the whole email would be present. At the moment, your desired behavior isn't possible.
 
We thank you for your insights and sharing your use-case. I would recommend that your make a post to the feedback forum so our developers can review. 

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Hi,

 

We are getting feedback that the email follow ups we are sending is coming in like a new email to the recipient, instead of it showing as a thread. We show a thread in our end though but they are complaining that sometimes, they do not know what we are referring to, though it was already on the previous email. Here is a sample also of another feedback.

 

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Viktor Osetrov

Zendesk Customer Care

Hello Tet,

Thanks for your feedback. Could you please check our default triggers? -> About the Support default triggers . Did you modify your default triggers? Please check this trigger - Notify requester and CCs of comment update. Do you have many requesters there? 

Keeping inborn system rules should help to create a stronger connection with the leading ticket. Because ticket.id is unique and just one requester is more consistent than many.
I hope it helps to keep your email chains without any auto-splitting. 

Thank you

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Hi! Which placeholder should be used in order to only show the agent alias, rather than having the full agent name be visible to the customer?

I'm referencing this article, as we are currently using the "{{ticket.comments_formatted}}" placeholder in our notification trigger, and the full agent name is exposed to the customer.

https://support.zendesk.com/hc/en-us/articles/4408846692250-Why-can-customers-see-the-agent-s-full-name-in-email-notifications-

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Noly Maron Unson

Zendesk Customer Care

Hi Molly,

You can use the placeholder {{comment.value}} as advised in the article. 

Hope this helps.

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Subject: Question Regarding Email Thread

Good day!

I have a question regarding the email thread. The customer sent an email and received the notification for the ticket. However, when the agent or another group cc'd on the email responded, it created a new thread and did not go to the original email. How can we fix that to goes on one thread on customers end?

Thank you.

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Dane

Zendesk Engineering

Hi Jezza,
 
This is currently expected for automatic notifications.
 
Would you mind posting your use case to our Feedback on Support topic? This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!

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