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End users do not see email history


We had a customer tell us that each time we send an email reply, it comes through as new/individual email, rather than including the email history. This becomes very confusing to the end user as we often refer to items that we’ve mentioned in a previous email. In theory, shouldn’t a reply include the emails that were previously exchanged, just like we see on our end?

Please tell me if there is some setting that we can tweak to fix this.

Thank you.


You simply need to go to admin > customization > email templates > and edit the public notes to customer template. You will need to include the placeholder for full history (Public History Notes) in both the text and HTML versions of the email template.