A thread is used to group associated messages together; that is, it represents a discourse, where messages represent dialogue between two parties. In our centralised CRM tool, Fusion, threads are a synonym for ‘tickets’. A thread may have one or more messages bound to it. It may also have one or more users assigned to it. A thread has a status. Permissible statues are: ‘Open Issue’, ‘Closed Issue’, etc..

A thread’s status may be updated as a consequence of a message bound to it; for example, if a message of status ‘Closed Issue’ is bound to a thread with status ‘Open Issue’, that thread’s status will change to ‘Closed Issue’. A thread has a unique identifier, and this must be used when binding messages to one.