We currently send multiple email notifications to customers for a single ticket—such as when a case is created, when new comments are added, and for other updates.
Is it possible to have all these notifications grouped into a single email thread in the recipient’s inbox, instead of appearing as separate emails each time?
For example:
If a customer raises a ticket, they receive an initial “Case Created” email. Later, when comments or updates are added, those notifications could appear as replies within the same email thread—making it easier for the customer to track the entire conversation in one place.
Has anyone implemented this kind of email threading for ticket notifications? Any insights or best practices would be helpful.
