I am Support System user (cloud hosted)
I have a problem with visibility and replies in the thread. Below is a description of an example error.
- The customer sends us an e-mail with an inquiry (e-mail no. 1)
- We respond to him with our offer (mail number 2). The client's inbox looks like this: he sees our response and below it is his original inquiry - i.e. email number 1
- The customer writes a reply to us that he accepts the price (email number 3), this is correct
- We reply that we will prepare a project (email number 4). The client sees our response in his inbox (email number 4) and below is a preview of e-mail number 1 (he does not see e-mail number 3).
He should see email number 3, below email number 2 and at the very bottom email number 1.
Therefore, the client does not see the entire correspondence in one message (as content one below the other, but only sees replies to the original query.)
How to fix it?
