Hi, in our company, both agents and customers are still very used to emails, that's why the threads are often registered from emails. But I noticed a problem, for some ticket, there are many emails and replies, and after a while, the threads will look weird, it will get smaller and smaller, same as this issue:
https://forum.osticket.com/d/93196-ticket-thread-formatting
I tried to find out why. It seems every email reply from a user will be registered as a new independent thread. See the screenshot below, it has no dotted line between those 2 entries.
,
when an agent replies thereafter, this thread entry will have a dotted line to that original user reply, see screenshot below:
The problem is, after a few emails, the older thread entries getting narrower and narrower, see screenshot below:
even the reply editor will be affected. How can I solve this problem?
