Email to Board sends to wrong card (cant control senders email template)

[Leandro Miolla]

I'm having a similar issue to the one discussed in this thread below.

https://community.atlassian.com/forums/Trello-questions/Email-to-Board-sends-to-wrong-card/qaq-p/2153839

When a specific email sender sends an email to the board's email address, instead of creating a new card, they create a comment on a card unrelated to the new email's subject line.

I can't apply the solution presented in the other thread because these are emails from third-party vendors whose email templates I can't control.

Any suggestions for a solution?

[Caity]

Hi there! I agree that this is likely the same email template issue. I'm looking into this with our team to see what options you might have to work around this — I'll get back to you with what I find out!

[Caity]

Following up on this. Unfortunately, if you're not able to make any changes to how the sender is sending these emails, then there isn't a way to correct this. The sender should be sure not to use "reply" to send new emails or to use the reference ID field, as both of these could cause them to be seen as a single email thread.

[Leandro Miolla]

Hello, thank you for your reply.
Unfortunately, we can't control the email templates used by our providers. The use of email templates is so common that I believe Trello can identify whether the title and content have any connection to the target card. This could be done using simple rules or an AI agent.

Another suggestion would be to give the user the option to confirm the link between that new message and a possible card with the same ID, subject, or content.

Therefore, you don't have a solution. Thank you for your attention.