Level 122
most commonly with this sort of thing (like help desk tickets) there will be a token somewhere in the email body. I assume there are no better options if people like zendesk can't manage it?
Aug 27, 2020
5
Level 15
Relating email replies to original email (e-mail thread).
Not sure how to start with this.
I'm sending e-mails with Sendgrid. When the recipients reply to the mails, Sendgrid will parse the reply and POST to my webhook.
How can I relate the reply to the original message, so that I have a message thread?
I'm thinking that this may be possible using X-SMTPAPI headers and unique_args.
Mick
Level 15
Looking at Zendesk, I can see a message id
(Message-ID: <[email protected]>)
there is also an id in the reply to address
<support+id4929167@twiliosendgrid.zendesk.com
also maybe this is a token in the body:
[OLK3ZZ-Y0D5]
It has been suggested to me to use the reply to address. I just wondered if this was the best way.
Mick
Level 122
I suppose you can use a + in the replyto address, like support+6D7HGGz42@mydomain.com
It should be passed along to the support inbox
Level 15
Yeah, I'm just trying to do some research, before I start doing that.
Level 15
Looks like Zendesk use that message id:
https://support.zendesk.com/hc/en-us/articles/115004690668-How-can-I-troubleshoot-threading-issues-
Maybe...
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