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Email-to-board not creating comments on replies

Dan Christensen July 3, 2023

My team and I currently have an email-to-board integration set up between a dedicated support email and our trello board. Everything sent to that email address shows up in our "incoming" column on the trello board.

The issue we're having now is that whenever one of these emails are replied to, or gets replies (even from the original sender of the email), it doesn't update the existing card, but instead creates a new one.

According to https://support.atlassian.com/trello/docs/creating-cards-by-email/ it should update the existing card with comments instead of creating an entirely new card, but this no longer seems to be working for us - it did for a time, and then stopped working. We've been just dealing with it by deleting the extra cards, but the volume of emails we're getting has increased to the point where it's becoming difficult to manage.

Does anyone know if the "add replies as comments" feature is gone now, or what I can do to get it back?

3 answers

1 vote
Dreamsuite Mike
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 3, 2023

Hi @Dan Christensen 

As far as I am aware from my 10 years of Trello use it has been the case the:

If you email to the board email address, even if a reply, it will always create a new card

If you email the card email address, it keeps the thread within the card

 

I would really encourage you consider looking at Sendboard as an alternative that will give you so much more than the in-built capability and will definitely solve the issue you are having:

https://trello.com/power-ups/5d4c0b80452f202510cce4cc/email-for-trello 

@Christl_Email for Trello 

Dan Christensen July 4, 2023

The official documentation I linked in my original post states that it *should* work like that. From the documentation:

The first time a message is sent to the board email address, it will create a new card. If replying to the email the messages will be added to the original card as comments. This could happen when the board email address is added to a long email thread, and it is designed this way to prevent duplicated cards. Only replies to or forwards from the original email which created the card will result up in a comment being added to the card. To maintain the threaded comments in the card, be sure to forward the original email message or add the board email in the BCC field on your responses.

But even when I follow the restrictions stated (replies to or forwards from the original email), it's still just creating new cards.

Dreamsuite Mike
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
July 4, 2023

Hi @Dan Christensen 

You may well be right, I think the best thing you can do is raise a support ticket with Trello and they will give you a conclusive answer

https://trello.com/contact 

It would be great if you could post any answer you receive as all knowledge shared with the community is useful.

 

Cheers,

 

Mike

Dan Christensen July 4, 2023

Hi @Dreamsuite Mike - I've submitted a ticket now, with a bit more information as well, and we'll see what they say. I'll try and update this post when I get an answer.

Cheers!

Like Dreamsuite Mike likes this
0 votes
Christl_Email for Trello
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
July 4, 2023

Hi @Dan Christensen👋

Christl from SendBoard here - makers of the Email for Trello Power-Up

Yes I agree @Dreamsuite Mike that's how I understand it to work as well. Like he mentioned, it might be worth checking out our Power-Up for an alternative with more functionality - With our Power-Up, replying to emails sent from your board will attached to the correct card and new emails will create new cards. It's also also possible to use your own a custom email address automate sending emails, merge duplicate cards and manage your contacts.

You're welcome to pop over any questions to hello@sendboard.com or simply add the PowerUp to give it a try with the free trial.

Hope that helps!

Dan Christensen July 4, 2023

Thank you for your reply. It doesn't really help me though, as I'd like to get the built-in functionality working, and not have to use a 3rd party powerup.

The official documentation in my original question states that it should be working, and it isn't for us. There must be a reason for this, and that's what I'm looking for an answer to.

0 votes
Çiğdem Büyükaşik
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
July 3, 2023

Hi @Dan Christensen
Are you sure you weren't using a Power-Up for that? I'd check that out as I don't think that's the way Trello's built-in email-to-board feature works. 

Hipporello's Service Desk Power-Up has an advanced email-to-board feature that allows you to:

1. Create cards from email
2. Reply to emails right from the card

New replies update the existing card instead of creating a new one.

You can also make some detailed configurations and set automations. 

 

email-to-board.png

Check it out and let me know if you have any questions. We can set up a quick demo session if needed. 

Dan Christensen July 3, 2023

100% sure I'm not using a power-up for it. It's a feature we've been using since before we had unlimited power-ups. The official documentation that I linked in my original post specifically describes that that is how the built-in feature should work.

But even with their stated condition (replies to or forwards from the original email), it doesn't update cards with comments - but instead creates a new one.

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