Understanding simplified email threading

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  • Rafael Santos

    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



    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.

  • 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.

  • Rafael Santos

    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}}."}}
    {% endif %}


  • Bruno Menezes


    Does this change anything in the Zendesk agent interface?

  • 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.

  • Shayan Moussawi

    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)


  • 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

  • Frédéric


    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 ?



  • 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.


  • Support Team

    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?

  • Mark Johnson

    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. 

  • 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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