<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is email threading?</strong></p><p><strong>- Prerequisites for email threading</strong></p><p><strong>- Enabling email threading</strong></p><p><strong>- Using email threading- what to expect</strong></p><p><strong>- Excluding Actions from the thread </strong></p><p><strong>- Supplier Threads</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1454/" id="isPasted" target="_blank" rel="noopener noreferrer">Email (General Settings)</a></strong></li></ul><p><strong><br></strong></p><p><strong id="isPasted"><span style="color: rgb(226, 80, 65); font-size: 12pt;">On versions prior to 2.184 any outgoing emails from a ticket that has an existing thread open will be included in the thread, even if the email is not addressed to the user the thread is open with (when sending internal/supplier emails for example). Therefore email threading should not be enabled if your tickets will contain any emails that need to be hidden from the user. Functionality to have multiple email threads active on a single ticket and have certain actions/emails be excluded from the thread with the user is only available from v2.184+.</span></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is Email Threading?</span></strong></p><p>This feature allows outgoing emails from Halo to be sent to outlook as part of a chain rather than a new thread being created each time the user receives an email. The email will join the existing thread creating a more user friendly experience. </p><p><br></p><p>Prerequisites for Email Threading</p><ul><li>Only available for Office365/Azure mailboxes</li><li>The setting 'Add 'X-Auto-Response-Suppress' header to all outgoing emails' must be disabled for this setting to work.</li><li>We recommend email history variables are removed from outgoing email templates<ul><li>This prevents overly long an repetitive threads.</li></ul></li><li>User must be using the conversation view in Outlook for the thread to be successful </li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Enabling Email Threading </span></strong></p><p>The threading functionality can be enabled using the global setting under Configuration > Email > General Settings, "Enable email threading for outgoing Action emails".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2MDJlMjk0LTc2Y2YtNGNkMC1hY2Q5LTcxMDAyMTM2Y2YxYSJ9.kfmakfD3w7_XHvFRshv29ARwKhPvoBjJmbDX5aai9Ao" class="fr-fic fr-fil fr-dib" width="1164" height="628"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabled email threading</span></strong></p><p><br></p><p>Once this is enabled you will see you also have an additional setting appear, "Include system actions in email thread". This will determine which emails are included in the thread, manual and system actions or just manual actions. </p><p><br></p><p data-pasted="true"><strong>Use the latest outbound thread if there is one, otherwise use an inbound thread</strong></p><p data-pasted="true">When enabled the most recent Outbound thread will be used rather than the most recent inbound thread. This prevents the outgoing thread being created from the most recent incoming email. When this is not set, if a new User joins the chain on the existing ticket without having the existing thread on their inbound email, the chain will only consist of this new email. </p><p><br></p><p><strong>Exclude System actions in the email thread</strong></p><p>When the setting is disabled only manual actions logged by agents will appear in the existing thread. Any automated actions (workflow automations) and notifications will not be included in the thread. </p><p><br></p><p><strong>Include System actions in the Email thread</strong></p><p>When this setting is enabled both manual and system actions will appear in the existing thread. System actions are any actions completed on the ticket that are carried out by an automation, typically workflow automations. The actions must be configured to send an email to the user of the ticket to join the thread. These will appear on the ticket as an action but will have been created by the system automatically. Notification emails will not be included in the thread as they are processed separately to actions. Ticket acknowledgements are considered notifications, however, can be configured to be included in the thread. For information on how to configure automated actions see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2355/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. </p><p><br></p><p>Notification emails will not be included in the thread as these are processed by our event service, only emails processed by our automation service can be included in the thread. Automated ticket actions can be included in the thread as they are processed by our automation service. This means any notifications you have configured will still be sent out to the user but will not join the ticket thread. Notifications are configured under configuration > notifications > notifications, whereas automated actions are configured against a ticket's workflow. See our guides on <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/891/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>notifications</strong></a> and <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1922/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>workflows</strong></a> for more information on these. </p><p><br></p><p><strong><span style="font-size: 12pt;">Include Ticket acknowledgements in the email thread</span></strong></p><p>Ticket acknowledgement emails are processed by the event service by default so will not be included in the thread. If you would like these to be threaded you will need to adjust your settings so they are processed by the automation service instead. Head to Configuration > Email > General Settings and enable 'Create acknowledgement emails in the background using an Automation'. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0ZWQ4NTMzLTYxZmUtNGFhMS04YWFkLWExMGJhMzY1ODE1MyJ9.frZTUVABgQ_LGmSEy_FXOMPauEVhDuyecGNT8kjrb9s" class="fr-fic fr-fil fr-dib" width="837" style="width: 839px; height: 589.526px;" height="590"></p><p><strong><span style="font-size: 10pt;">Fig 2. Set acknowledgements to be created by automation service </span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Edit templates to allow for threading </span></strong></p><p>Outgoing emails will be matched to an existing thread using the subject of the email. This means you need to ensure any emails that are sent out from the ticket, automated or manual have the same summary. To do this you will need to edit the email templates you are using to ensure they have the same summary. The easiest way to do this is with the use of $-variables, this will pull ticket specific information and populate the summary. For example, "$FAULTID - $SYMPTOM" will populate the summary of the email with the ID and the summary of the ticket. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2NGRlYTM4LWMyYjktNDAwMS05OTU1LWQxMzMyNGI3MDM2MiJ9.e9pIsvnWR2o51zJwEgcWw9huxnzSVJG-2r9GTPh0Xdw" class="fr-fic fr-fil fr-dib" width="1156" style="width: 1158px; height: 385.757px;" height="386"></p><p><strong><span style="font-size: 10pt;">Fig 3. Email subject of template</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZjNjQxYjFjLTZiNGUtNGM2Ny1iODk4LTI5M2FiYzIxMzhjMiJ9.PYo1Y4DLnaFSFBaEZ7dQkdF3enHrttYeDbDUFHyUpJQ" class="fr-fic fr-fil fr-dib" width="684" style="width: 686px; height: 416.137px;" height="416"></p><p><strong><span style="font-size: 10pt;">Fig 4. Subject of outgoing email</span></strong></p><p><br></p><p>Any template you would like included in the thread will need to have this subject. If a template is used that has a different subject it will not match to the thread, allowing you to have certain templates send separately to the existing thread. Useful if you would like reminder emails, for example, to be separated from the thread. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjMGU2Y2YyLTZjMWQtNDFiNS1iZGM0LWNjY2RiOTU2ZGJiYiJ9.HyVXay9j2PRH5CICwwVFOUzaoT4d5vUM26hZ1KVry4Q" class="fr-fic fr-fil fr-dib" width="932" style="width: 934px; height: 369.849px;" height="370"></p><p><strong><span style="font-size: 10pt;">Fig 5. Templates with matching subject</span></strong></p><p><br></p><p>To check what email template an action is using head to configuration > tickets > actions > select the action > defaults tab, see 'Email template' field. If the action is using the *Default* template, the template associated with the action's system use will be used. To see which template is associated to each system use see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2408" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. If the action has no system use the template 'Ticket Update' (ID=11) will be used. </p><p><br></p><p><strong><span style="font-size: 14pt;">Using Threading - What to expect</span></strong></p><p>When a user logs a ticket the thread will start from the acknowledgement email they receive, if you have configured acknowledgement emails to be included in the thread. Otherwise the thread will begin from the first outgoing email to the user. Regardless of how the ticket has been raised (portal, email or agent). </p><p><br></p><p>The user can then reply to the first email in the chain to update the ticket. When the agent replies this will be added to the existing chain in the user's inbox. Any automated emails will also join the thread in the user's inbox (if enabled). The user must have conversation view in Outlook turned on for threading to be successful. </p><p><br></p><p id="isPasted">Any outgoing emails from a ticket that has an existing thread open will be included in the thread, even if the email is not addressed to the user the thread is open with (when sending internal/supplier emails for example). Therefore email threading should not be enabled if your tickets will contain any emails that need to be hidden from the user. Functionality to have multiple email threads active on a single ticket and have certain actions/emails be excluded from the thread is outlined below. </p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="isPasted"><strong><span style="font-size: 14pt;">Excluding Actions from the thread </span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Actions can be configured to determine if they are excluded from email threads or not. Any actions that send emails that you would not like the end user to see will need to be excluded from the thread. Such as actions used to send internal emails. Actions that email suppliers will create their own thread with a supplier so do not need to be excluded from threads. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">To have an action be excluded from a thread head to configuration > tickets > actions > select an action > defaults tab, enable 'Exclude from Email Threading'.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRiZmE4YTZiLTRkODUtNGE2ZS04ZjRkLWZlMGUyMWUyZTQ1MSJ9.8SRGEod3UdowWQwL0wZqYNKGMw6KL69SgsFJibyKR2Y" width="673" height="498" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; width: 675px; height: 498.39px; max-width: none !important;" class="fr-fic fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><strong><span style="font-size: 10pt;">Fig 6. Exclude from email thread setting</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Once enabled the email that this action sends will not be included in the thread to the user. Any actions excluded from threading will not create a thread with the person the email is being sent to.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><strong><em><span style="color: rgb(226, 80, 65);">IMPORTANT: Actions must be excluded from the thread to prevent the person the existing thread is with being able to view the message. Even if the end user is not in to To/CC/BCC address for the email they will still be sent the email as it will be part of their thread if the action is not excluded from threading. </span></em></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Private actions will also be excluded from the thread with the user. For an action to be considered private the setting 'Hide from user' must be enabled against the action.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcxMzEyZmIwLTg2ZWMtNGQwOC1iNzVjLWFmZjY3ZDlmMzE2YyJ9.Oqykz4CzvlTWA5Gu6EMBJsejyjRAUNU3CkuPNd5my6o" width="718" height="523" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; max-width: none !important;" class="fr-fic fr-fil fr-dib"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><strong><span style="font-size: 10pt;">Fig 7. Mark action as private</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Excluding automated actions from the thread</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If you have automated emails set to send as part of your ticket's workflow you will need to ensure that any automated emails that you would not like to be sent to the end user of the ticket are excluded from the thread. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">To do this check which quick action is set to send the automated email within your workflow. Once you have identified which action is sending the automated email edit the action configuration by heading to configuration > tickets > actions > select this action. Here enable the setting 'Exclude from Email threading', shown in figure 6. Now this is enabled when this action is used, even as an automated action, it will not include previously threaded emails in the email history. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><strong><span style="font-size: 14pt;">Supplier Threads </span></strong></p><p>Emails to suppliers will automatically be excluded from threads with the user without having to configure this against the action. Supplier emails will also create a thread of their own with the supplier. </p><p><br></p><p>This will only work when emailing suppliers using actions that have the following system use:</p><ul><li>Log to supplier</li><li>Email supplier </li><li>Supplier fixed</li><li>Supplier recall </li></ul><p><strong><em>Note: Prior to v2.184 emails to suppliers will be included in the thread with the user, supplier emails will be visible to end users an vice versa. </em></strong></p><p><br></p><p><br></p><p><br></p>
