We’d love it if our customers could have a consolidated view of all email and chat conversations they’ve had with us in the Messenger, so they have a full history of their correspondence in-app.
Customers loved the ability to view their email history with us in Zendesk and we’ve received complaints about this feature loss since making the switch.
We know that it’s technically possible to achieve this by processing emails as tickets instead of conversations, but tickets are such an awkward and overwrought workflow for our business needs.