When replying in Pipedrive, why does it sometimes start a whole new thread?

apar
apar Member Posts: 2

Perhaps a bug, but I don't know where to report those...

Sometimes when I reply to a pre-existing email thread in Pipedrive, it creates a new email thread with the same subject and quoting all the previous emails in the footer.

Is this something others have experienced?

To note, I like to switch between sending emails in my gmail client and in Pipedrive, depending on where I am in my work day. That's the only thing that I can think of that might be leading to this behaviour, but it's quite frustrating in any case!

Answers

  • Andreia Costa
    Andreia Costa Pipedrive Team Posts: 116
    First Comment First Answer 5 Likes First Anniversary
    PIPEDRIVE TEAM

    Hey @apar !

    Based on what you mentioned, I'm not sure if something is indeed wrong or if this is expected. We have a great article that explains how emails are threaded; you can check it out here: https://support.pipedrive.com/en/article/how-are-emails-threaded-in-pipedrive.

    I think it would be worth checking this further, so please contact our Support team. They can investigate this for you; they will likely ask for some screenshots and pose further questions. From there, they can clarify this or check with the engineering team if needed :D