Feature Request: EMAIL THREAD RECOGNITION FOR EMAIL-TO-TASK (for help desk support tickets)
Jen Baker
Enable ClickUp's email-to-task feature to recognize email threads and add reply emails to the existing task instead of creating duplicate tasks.
Current Behavior:
When using ClickUp's email-to-task functionality:
Initial email to List email address creates Task A
User replies to client from within ClickUp task
Client replies to that email thread
ClickUp creates NEW Task B instead of adding the reply to Task A
Requested Behavior:
When a client replies to an email thread that originated from a ClickUp task:
ClickUp should recognize the email thread/conversation ID
Add the reply as a comment/update to the original task
Maintain the full email conversation within one task
Optionally notify assigned users of the new reply
Business Use Case:
Many teams want to use ClickUp as a customer support help desk system with a single support email address (e.g., support@company.com). For this to work effectively, email conversations need to be threaded within the same task, not scattered across multiple tasks.
Current Workaround Limitations:
Manual task merging (time-consuming, error-prone)
Losing conversation history across multiple tasks
Poor customer experience tracking
Forces teams to purchase separate help desk software (Teamwork, Front, Help Scout, Zendesk) just for email threading
Impact:
This feature would allow ClickUp to serve as a true help desk ticketing system, eliminating the need for third-party integrations and making ClickUp more competitive with dedicated support platforms.
Technical Requirements:
Parse email headers to identify thread/conversation IDs
Match incoming emails to existing tasks by conversation ID
Add subsequent emails as task comments with email metadata
Maintain ability to reply from task and continue thread
Priority: High - This is a major limitation preventing ClickUp from being used as a complete support solution.
Thank you!
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Ivan Villa
Hey Jen!
Saw your Facebook post, so I thought I'd jump in here. I've read through your example but wanted to see if you can clarify one part here.
"Initial email to List email address creates Task A
User replies to client from within ClickUp task
Client replies to that email thread"
You mentioned that the above is existing behavior, but I feel like something is off, so I just want to clarify from what we see.
emailing to a list usually gives you a unique address like "dfhlajshaskdfh4938@task.clickup.com"
Emailing to that address will create a new task for you.
When you open the task that's generated and email back, the "from" address is something you set, so it would no longer be the randomly generated address that creates new tasks.
Now if you are seeing something different, we can review to see what's going on. 😊