Thread missing in Users account

ecourtade

For most of the Users, the Thread is not being shown after Ticket creation. The agent can see the complete thread with all de answers but not the User. Every answer or Ticket update are sended correctly by email but are not available in the Ticket for the User.
See the pictures for more clarity.
One picture is the Ticket in Agent Account and all the Thread is shown. The other picture is the User account and the thread is missing.
Thanks in advance

### Workaround
Changing the email of the user in the database made the trick.
I put a generic email and then put back the original email and now is working fine again.

ntozier

It looks like the display is dying at telephone.
Go to Admin panel -> Manage -> Forms -> Contact Information
Does the Phone Number (phone variable) exist?

ecourtade

ntozier Changing the email of the User in the database made the trick.
I put a generic email and then put back the original email and now is working fine again.
I made this for all the Users and the thread just appeared on the Tickets again.
Thanks for the answer!