+1Allthough we have configured that email history should be sent along in emails to users, we notice that this is rarely the case. The answer for the Support team we got was that the history that is sent are only messages that have not yet been seen by the user.
We would like to have the option to send emails to customers that include the complete public comments from a ticket. The advantage of this is that our users are always informed which ticket the communication concerns.
We have more and more customers complaining about this missing feature. Hence, receiving an answer where you need to guess the related question is very annoying.
+1Additional information from the 1LS Team :
Our clients have started to complain about this issue. They find it difficult to follow our responses because the previous conversation is not included, and they have requested that the full history be visible in every email, as is standard in most support systems.
Approximate time of handling such a ticket: Depending on the issue and how much we have to explain, a ticket like this can remain open for several days with all the back-and-forth.
Impact: Customers may not remember the details of their initial request, they become confused or dissatisfied.
Without context, our replies may appear unclear or incomplete, it reflects poorly on our professionalism and communication standards.
This leads to additional clarification emails, causing unnecessary back-and-forth, as we spend extra time re-explaining information already provided.
It increases our response time and impacts the customer experience, affecting the overall workflow efficiency.
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