Maintaining Cohesive Threads with Individual Customers
Current Setup:
- A 12-month thread inclusion is set up, however, new threads are still generated upon recontact
- Conversations are being stored in separate threads, creating a fragmented customer history
Request:
- True conversation threading based on customer email address or ticket ID
- Ensure replies from customers within a set period are appended to the original thread regardless of closed status
- Reopened conversations (e.g. customer replies after closure) should rejoin the original thread, not create a new one
3
votes
Reyann
shared this idea
If the following options are checked:
- Threading heuristics
- Common ancestors threading
Then replies to the same thread should be aggregated to the same thread and conversation will be reopened
Please provide examples (thread id) if this is not the case
