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E-Mail Replies



In the course of an issue, if a customer replies, the emails don’t group together. Is that normal behavior?

I’ve noticed that unlike other systems, there are no ticket numbers in the subject lines to tie everything together.

Any clarification would be greatly appreciated.



Hi Vincent,

No, that’s not correct. They should be threading together. It sounds like perhaps someone modified the email template and pulled out the request ID so that they can no longer thread.

In Admin->Tools->Modify Email Templates->Public Notes to Customers the subject template should be: ##EMAIL_SUBJECT## ##TRACKING_ID##

It’s also possible for some reason your mail or spam filter is pulling out the ID’s but most likely the cause is that template line not being correct.