Is that even possible that customer only receive the latest reply in Incident's email reply?
Is that even possible that we only receive the latest reply in the Incident's email reply?
Take below screenshot as example.
You can see the email from our agent to the customer by using the Incident's message tab. It not only shows the latest reply but also the historical replies.
Is that a way the customer only receives the latest reply by chance instead of the whole history?
Thank you :)
Version (include the version you are using, if applicable):