Is it possible for customers to receive the entire reply chain of a ticket as they are corresponding with a Service Desk agent through email? I realize that the customer portal keeps a history of comments made on an issue but is it possible for the email responses to receive this history as well?
This is not yet possible but we do have a feature request for this:
At the moment it doesn't seem very popular as there aren't many votes or watchers on it, but please feel free to vote as well and comment there with your use case, as it will help us better to understand the cause for implementation. Please also be sure to watch the case so you can be updated of any changes or progress.
Do let us know if you have any questions about that.
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