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In the email publisher, my subject line looks like this: RE: TEST new ticket

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But when the email is delivered, Salesforce has appended a thread id: Re: TEST new ticket [ ref:_00DA0Be33._500A0QT1h2:ref ]

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Let's say I know all of the reasons that a thread id is a Good Thing and Very Helpful... but for whatever reason I still don't want to display it on my emails (for example, because product owner doesn't like the aesthetic). Is there a way to prevent Salesforce from adding it?

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  • It's under case settings and you can choose if it's in the header or footer. I presume you can remove it completely but I'm not in a position to check for you.
    – Girbot
    Mar 5, 2015 at 18:09
  • For me it's under cases - email to case. Looks like it would allow me to unchecked both
    – Girbot
    Mar 5, 2015 at 18:15
  • Brilliant. I kept looking under Case Settings, didn't think to look under Email-to-Case. If you re-post as an answer, I'll accept it!
    – Benj
    Mar 5, 2015 at 18:19

1 Answer 1

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The settings are under case - email to case:

Email to Case menu

Then in the section there are two checkboxes which define if the thread id is shown in the subject and/or body of the email: thread id setup

Just as an aside you can still include the thread id in an email template (auto response for example) as there is a merge field available for it: thread id merge field

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  • As of now, what is the solution to remove the follow up thread
    – SFDC
    May 11, 2021 at 10:31

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