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

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apar
apar Member Posts: 2
in Sales CRM #1

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!

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  • Andreia Costa
    Andreia Costa Pipedrive Team Posts: 133 PIPEDRIVE TEAM
    First Anniversary First Comment First Answer 5 Likes
    #2
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    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

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