Monday Service uses the base “Emails & Activities” architecture with different implementation to interface with email platforms to display thread based information for tickets.
When using the special service-exclusive email automations, the emails sent this way are somehow known to the platform, and are displayed in a ticket timeline. Replies are then also displayed, based on some way the Service platform is able to determine when an email is a reply.
I am trying to use external automations as the service automations are very unreliable and are behaving unexpectedly, however I’ve only found one reliable way to have these appear on the timeline: if I tell the email client my email is a reply on a certain chain (that is already in the timeline), it appears there. Notably it is only if I can specify a “in-reply-to” and “references” section with a value coming from some email in the chain for an external source. I can then basically copy that reply’s metadata to get the auto-email on the chain.
I would like a more reliable way to do this, but for that I must know what Monday.com uses to select an item that will display a certain email. Is Monday looking at the email metadata for a certain threadID and then marking the mail somehow to display as part of a ticket? If I could replicate that marker it would be great.