What is the best way to thread responses to the requestor's original email?

Question

When the customer sends an email to our support email and we respond, the responses come in the form of a new email to the customer's email box.  Our customer would like our communications to come in the form of replies to their original email rather than as a new email.

Is there a way for our replies to come as replies to the customer's original email?

Yahyaa Bham_v8tv88 · Answer

how is your email forwarding working? I have found the customer needs to be the requestor or request participant for email replies to be threaded.

Paul Wiggers · Answer

Hello @David Scherer

Thank you for your question. It seems that there is a misunderstanding about the workings of JSM.

You have set up an email channel to allow the creation of issues through email. However, you are not having an email conversation with your customer.

When you comment on an issue, the customer will receive an email notification that a comment is added, by default, the comment will also be included in the notification.

So, what the customer is seeing, is a new notification. That notification is not part of an email conversation. If the customer would like to see the previous comments, ask them to access the help center and view their issues from there.

Hopefully, this clears things up a bit. If not, please let me know.