Include "Email received" to email notification on customer case

[Simon38]

Hi all

We're using Customer Service to interact with our customers. Most of you customers communicate by mail with out customer service agents and don't use the portal.

When a new comment is added by our agent, a notification is sent to the customer which includes the additional comment. For this notification, the OOTB template case.commented.for.customer is used. In the template the comment is added via the ${comments} variable.

This works fine, however, it only ever includes the comments made by the agent. If the customer replied to the notification by email, this is not added as a "comment" to the activity stream, but as "Email received". Therefore, when agent again replies to the received message, the customer in return will only see the agents comment, but never his own replies and comments made on the case.

This can be confusing for the customer, as in the conversion stream, it will only be one person talking. And the customer might not rememeber his last response to the case, and he then needs to search for the sent email in his E-Mail client...

Is there a way to add the body of the latest received email to the notification sent to the customer? I'm not sure if this is a great idea to be honest as it might fill up the whole notification over time.

Are there better ideas on how to add the latest reponse from the customer to the case notification?

Thanks and br

Simon