Gmail threads

[marcusevans12]

Hello,

I've just come across this software and performed some tests on it.

So far it has been great and I want to express my appreciation, it's quite a pleasure to work with it.

I am considering the paid version, however, one issue has been bugging me from the begging of the tests.

The issue is that when:

- > I receive an email to my account, let's say tempacct@reciever.com
- > Email is sent from gmailaccount@gmail.com

This is being converted to a ticket, BUT, if I reply to that ticket it does not create a thread in Gmail.

Even though I modified the 'new_reply_by_staff.php' file to contain only the email subject (so that Gmail treats them as a thread), but it seems that the message ID or as Google says it:

```
A reference header with the same IDs as a previous message
```

is missing, thus the reply is treated as a new email.

Could you please let me know if I am missing something, or this feature is not implemented at all?

This happens both on Email Piping/ Email IMAP.

Thank you!

All the best,

Marcus

[Klemen]

I did some tests and to make emails grouped in Gmail you would need to:
- store the original message ID in the database
- add the message ID in to the "In-Reply-To" header in sent emails

This is not something implemented at the moment. No promises, but will see if we can add it in the future.

[marcusevans12]

Thank you so much for your time on this.

Would it be possible to provide me with some basic hints related to:

- File that stores the data in the database.
- File that sends the reply to the respective email address.

If possible, could you please let me know the SQL file which populates the database?

Once again, thank you so much.

Marcus

[Klemen]

The data is stored in MySQL tables, not in files.

Guiding on how to customize Hesk to such extent is unfortunately out of the scope of our support. You may need to hire a PHP/MySQL developer for help if you wish to implement this immediately.

[marcusevans12]

I may have not expressed myself correctly. Anyhow, thanks a lot. I will look into this.

Have a good day/night.