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We do not yet want customers to have access to any portal. We will just be communicating with them via email. This is not my decision but I have to work with it. I realise that JSM should be used in the way of customers accessing the portal.
When we write comments they just receive one email with that comment and not a list of comments like you would in an email thread.
Is there any way to recreate an email thread? It will be confusing for customers as each comment is in a different email.
Hello @Ruairi O_Malley
Thank you for your question. As far as I know, there is no standard way to have the comments show up as an e-mail thread. This is mostly because the notifications aren't an e-mail reply, they are just a notification that a comment has been added. As a benefit, you can also see the comment.
If they want to see all the comments, they will have to log into the portal to see their requests.
Perhaps you can check the marketplace to see if there is an app that can help you out.