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Simplified email threading not working for all email providers



Posted Nov 04, 2022

Hi,

We have been testing the new Simplified email threading, only to determine that it is not compatible with quite a few smaller internet providers.

Testing with Gmail account was successful and indeed we like the new look and the simplicity of the new option, but we are reluctant to implement it on our instances as testing with ABV (local Bulgarian email provider) and ProtonMail proved that the old visualization is still present, although the simplified email threading placeholders were applied in the triggers/automations.

Considering the fact that new instances will come with simplified email threading by default, we would kindly ask you to take into consideration the above issue and work on making the simplified visualization compatible with all email providers.

Thank you.

Kind regards,

Yanko Chakarov


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Agree with Yanko. We need to be sure that simplified email threading will work everywhere as expected. 

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Rusty Gregory

Zendesk Employee

Hi @...

Thank you for your feedback. I have passed the information onto the product manager over email. He said this is a bit of a difficult one to solve. Every email provider handles the folding of the message history differently. He has sent the feedback to his team and they are looking into it. Once again thanks for the feedback and I will document the post. 

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Benjamin Kirsch

Zendesk Product Manager

Hi all, thanks for the feedback here.  Like Rusty mentioned above, we have followed email standards when it come to folded email history, but the folding of email message history is something that is generated at the recipient email client. We're monitoring requests around this and tracking them, so we'll continue to monitor the feedback in this thread; please continue to share or upvote this thread.  Thank you!

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Jamie Noell

Zendesk Luminary

Our request conversations can be quite lengthy as it is.  The MCE format has helped a lot in showing the boundaries of comments with the new colors, but the one remaining issue is when simplified email threading does not work for certain clients' email.

PLEASE :) prioritize fixing this to help us make our agents happy and enable them to respond to our clients more efficiently.

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