Emails not threaded in Outlook conversation view

4 Comments

  • Kay
    Community Moderator

    Hi Elliott 👋

    Would you mind sharing (anonymized screenshots of) the headers of emails that aren't threaded.
    To my knowledge the threading in Outlook occurs via any one of these headers Message-ID, References or In-Reply-To. I don't believe it's actually documented specifically.

    The emails you receive are the of a particular order? Like you've said some are threaded, and some aren't.
    Maybe if we could find the pattern we could point support/product teams in a more direct path.
    I am thinking of these things now, Side Conversations, Email Targets, End-user vs Agent emails or Help Center emails. What's your take on that?

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  • Elliott Balsley

    Hi Kay.  Thanks for looking into this.  I don't want to post the headers here in a public forum but I can add to the support ticket if necessary.  I agree with you that Outlook uses the References header, among other things.  Most of the messages I receive from Zendesk contain the References header, but some do not, and these are the ones not threaded properly.

    References header looks like a list of Message-IDs.  Apparently Outlook makes a thread when two emails share a common ID in the References list.

    I tried to look through several of the "bad" messages which lack the References header.  They come from both agents and end users and I can't think of any pattern.  Sometimes a "bad" message has In-Reply-To matching the References of another message, but this is not enough for Outlook to match.

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  • Kay
    Community Moderator

    Completely understandable. Unfortunately I don't have access to the tickets. I am a volunteer here in the community.
    Maybe very silly, but to the subject lines match of all the 'bad' tickets? 

     

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  • Elliott Balsley

    Yes the subject header matches exactly

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