Emails not threaded in Outlook conversation view
When I receive email notifications from Zendesk, they are sometimes threaded by conversation in Outlook, and sometimes not. This started happening when I switched from Gmail, presumably because Gmail has a more sophisticated threading logic.
I looked into the source of these emails and found that some Zendesk notification messages include a References header, while others do not. The messages with this header are threaded properly in conversation view, so I assume this must be one of the ways Outlook tries to group messages into conversations.
My request to Zendesk: Can you please make sure all outgoing emails include the References header? I tried opening a support ticket but I was told "there is no noted or an on-going issues with outgoing emails".
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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? -
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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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? -
Yes the subject header matches exactly
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