Replies Creates New Conversations or Tickets Instead of Being Appended to an Existing One

Overview

You might notice at times that some replies get created as new conversations or tickets instead of getting appended to an existing conversation. This article explains how Kayako routes your customers' emails to certain tickets. Note that this article only applies if the parent email is ingested into Kayako. If this does not happen (for example, by omitting the support email), subsequent replies to the parent email thread will always be treated as separate conversations.

Diagnosis

Every conversation created in Kayako is assigned with corresponding case IDs. When a user sends a reply through an email or updates the conversation through the Help Center, the system checks if there's a relevant case ID using the message header information. If a relevant case ID could not be found (a conversation has not been created yet), then the system will create a new conversation for that message. In cases where an existing conversation has already been trashed, the system suspends the message. ( Check out Not Receiving Emails or Messages for suspension reasons.)

Therefore, if it seems that new conversations or tickets are created for replies instead of appending them to an existing one, you may want to check if those replies are indeed intended for an existing conversation. One way to check is by reviewing the header information.

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Solution

1. Open the newly created conversation.
2. Hover over to the message in the conversation timeline.
3. Click the downward arrow in the upper-right of the message. 

   

4. To view email headers, click View email headers.

   
5. In the email header, check one of the following information:
   • References (see example below)
     

     ca8491b12354aaddffggga64e9d382b8fbf@kayako.com

   • In-Reply-To (see example below)
     

     00ff01d5b476$$5456677$8df44cc0$@yourdomain.com

6. Open the existing conversation where the new conversation should be appended to.
7. Repeat steps 2 to 5 and then compare if you can see the same information you found in step 5 (from the previous conversation).
   • If the information is not the same, then that means the user did not reply to an existing conversation.
   • If the information is the same, then you need to submit a report so our customer support team can investigate it further.

Also see: Missing Emails Or New Emails Being Merged Into Existing Conversations

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Testing

Go ahead and sign in to your agent area in Kayako and open a conversation to examine the header information as outlined in the steps above.

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