Auto-threading is designed to help your agents manage multiple emails sent by the same user within a short amount of time, this can be helpful in instances where a user isn't consistent with using Reply/Reply All.

Auto-threading prevents the help desk from being flooded with separate tickets pertaining to the same issue.

The settings to configure Auto-Threading are found in Admin > Channels > Email > Settings > Inbound Email Settings.

Key Features of Auto-Thread:

Enable/Disable Auto-Threading: Admins can enable or disable the Auto-Thread feature for emails originating from the same user, providing flexible control over email organization. The timer will reset based on when the last user email was received, ensuring ongoing conversation relevance.

Define Merge Window: Customize the merge window to "auto-thread" emails, specifying the duration in hours, days, or weeks to ensure relevant emails are threaded together.

Prevent Threading by Email Account: Ensure emails are not threaded if they are sent to different helpdesk email accounts, preserving distinct communication channels.

Handling Participants While Threading:

Here you can configure settings to prevent emails from threading if the participants involved do not match, maintaining clarity in email conversations. There are two options to choose from:

1. Require all ticket users to be present on the email: Using this setting will allow users to add CCs to their emails, therefore allowing the ticket to be threaded to existing tickets. The CC’d participants would then be added as CCs on the ticket. Additionally, you can choose to no add the additional CCs as participants to the ticket. The ticket would still be threaded, however the CC’d participants would be excluded from the ticket itself.

1. Require email participants and ticket users to match exactly: Using this setting will require an exact one-to-one match between all the users associated with the ticket and email participants. For example, if a user CCs an additional person to their email, a new ticket would be created and therefore would not be threaded into an existing ticket.

Including Auto-Thread on Inactive Tickets

1. You can also choose to run Auto-Thread on Resolved, Deleted, or Spam tickets so long as the tickets fit within the defined merging window.

2. By default, if Auto-Thread is turned ON, then it will always run on tickets with Awaiting Agent, Awaiting User, and Live statuses.

Advanced Threading Logic: Auto-Thread uses a sophisticated logic sequence to determine if emails should be threaded. The process includes:

• Matching reply codes

• Verifying ticket references

• Checking subject line matches (if enabled)

• Confirming receiving email account matches

• Ensuring participant matches (if enabled)

• Assessing if the email falls within the defined time window

More considerations:

• Reply logic will always override thread logic (thread logic will run after reply codes)

  • If a user replies to an email after the time parameter has elapsed, it will be threaded into the existing ticket

  • If a user replies to an email and has added additional participants, it will be threaded into the existing ticket