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How to view the old communication in the latest email received by HR Helpdesk user?

in Help Desk 3 comments

Hello Everyone,

In our HR Helpdesk, we are encountering an issue with retrieving old conversations between users and agents in the latest email exchanges. For example, when an agent sends a message to a user through the email communication channel, the user receives an email and can reply to it to provide an update. Ideally, if the agent wants to respond to the same email conversation later, they will click on the reply button from the request detail page as shown in below screenshot.

However, instead of including the previous email conversation in the reply, the system creates a new message and sends it to the user. As a result, the user is unable to track the previous conversation in the email thread and has to go through all individual emails inbox to check the earlier exchanges.

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