Possible Query:
I want to disable threads in my Freshdesk account. Could you help me with the same?
Resolution Path:
If the customer wants to disable threads in their Freshdesk account, we need to share the below impacts with the customer:
-> Once the feature is disabled, the existing thread conversations will be moved to the read-only state and the customer will not be able to initiate a conversation via the thread functionality.
-> If the customer has automation rules based on threads, the respective "Create a thread" action inside any of the rules that they have configured will be completely lost and it cannot be restored as well. They would need to re-configure with the "Forward" option.
If the customer gives a good-to-go, you can disable the functionality by raising a Support L2 ticket. The Product team is planning to build this option at an UI level so until then, we can raise an L2 ticket to get this done.
Follow this Slack thread for more updates - https://fwbuzz.slack.com/archives/CU8CGHLV9/p1699442483333259?thread_ts=1699018443.807179&cid=CU8CGHLV9
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