The Virtru Data Protection Gateway is a powerful and versatile tool that allows our customers to secure sensitive data leaving their enterprise applications like Salesforce, Zendesk, etc.
Applications use various methods of threading or grouping bidirectional communication to a single conversation, case or ticket. The 2 most common methods Virtru has seen and supports are the following:
Unique Identification in the email
Applications will use a unique identifier such as threadID or TicketID in the email which will be used to identify and associate communications to a single case or ticket.
Virtru supports this method, as long as the identifier is in the email subject line, since we encrypt the body of the email, the application won’t be able to view the identifier in the body of the email.
This is the most common method that we’ve seen. Salesforce, Zendesk, Help Scout and other applications support this method. There are 3 main message headers that are leveraged which the Virtru Gateway preserves:
If the application isn’t able to find a match on the above, then a new conversation, ticket or case gets created for the incoming email.
Please make sure to confirm with your application representative that the communication threading method being used is one of the two outlined in this document.