When agent add comment on a ticket

[FMS Support]

When agent add comment on a ticket, the user get a mail but the earlier conversation/issue reported description is not appended 

how to include?

[Angélica Luz]

Hi there,

Usually, if the user doesn't delete or move the email to another folder the email notification, all notifications regarding the same issue gets collapsed in the same thread.
If it's related to the customer notifications, the first email that they receive is a confirmation that the ticket was created and it does not include the description.

Is this issue happening for customer or agent notifications?
Is it happening for all users/customers?

Regards,
Angélica

[FMS Support]

Yes if the email is configured show as thread. if not user missed the continuity of the issue. 

Is any way to configure the complete thread is sent to customer?

[Angélica Luz]

Hey there,

Currently, there is no configuration to make the notifications to show the complete thread.
We have a feature request suggesting the implementation of such ability:

- https://jira.atlassian.com/browse/JSDCLOUD-2044

Please, click on vote and watch to receive updates about the feature.
If you have any other question, please let us know.

Regards,
Angélica

[FMS Support]

Thanks Angélica

[Angélica Luz]

You are always welcome!
If you have any other question, please let us know.

Regards,
Angélica