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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Raina Ahuja
Hey Jen Baker, thanks for your feedback! I just reached out via email to chat further if you're interested.
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. 😊
Jen Baker
Ivan Villa Thanks for jumping in and responding!
The ClickUp system must allow for email threading integration within the original request from the user when the user replies within the original request notification email and ClickUp should NOT create a new task in this situation. The notification emails should include task-specific email address for this to work and allow customizing notification email headers for this to work. ClickUp will need to support changing the "From" or "Reply-To" address of notification emails and automatically attach replies to notification emails back to the same original task, automatically cc'ing the task email when users send emails from Gmail.
Jen Baker
Ivan Villa Let me clarify where the breakdown happens.
Current Workflow:
Client emails [SupportEmail@email.com]
Email is forwarded to our ClickUp List email address for Support Tickets (the unique dfhlajshaskdfh4938@task.clickup.com address)
ClickUp creates Task A from that initial email
Team member opens Task A and replies to the client using ClickUp's "Send Email" function from within the task
Client receives that reply email and hits "Reply" in their email client
Problem: When the client's reply comes back, ClickUp doesn't recognize it as part of the existing thread and creates a NEW instead of adding the reply to original Task card that is already open (Task A) as a new comment.
Why This Happens:
The issue is that ClickUp's notification emails (sent from notifications@tasks.clickup.com) don't include the task-specific email address in the Reply-To header or email threading metadata. When the client replies, it is treated as a new conversation (a new task) rather than a continuation of the thread that originated from Task A's unique email address.
What We Need:
For ClickUp to function as a true help desk ticketing system, it needs to:
Include the task-specific email address (dfhlajshaskdfh4938@task.clickup.com) in the Reply-To header of outbound emails sent from tasks
Recognize email thread/conversation IDs so replies are automatically added to the original task as comments
Allow customization of notification email headers to maintain email threading
Current Workaround Limitations:
Right now, we have to manually merge duplicate tasks or lose conversation history across multiple tasks, which defeats the purpose of using ClickUp as our support ticketing system.
Does this clarify the issue? Happy to provide screenshots or a screen recording if that would help demonstrate the workflow or possibly schedule a time to jump on a video call. Thank you.
Ivan Villa
Jen Baker Thanks for the clarification! This is the part that seems strange to me and I think what would be best here is to actually open up a ticket with support.
"Client receives that reply email and hits "Reply" in their email client
Problem: When the client's reply comes back, ClickUp doesn't recognize it as part of the existing thread and creates a NEW instead of adding the reply to original Task card that is already open (Task A) as a new comment."
Could you open up a ticket here: https://help.clickup.com/hc/en-us/requests/new?ticket_form_id=4416695536151
and mention this thread so whoever picks it up has some context. I think we can get to the bottom of this and see if its just a feature gap or a weird bug that we can quickly fix. 🙏