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Suggestion: Replies to Notifications to get appended to the correct request



Another suggestion: when someone receives a notification and they “reply” to the email in the conventional way, it should get threaded properly back in to the same case, not spawn a new one.




Hi Aidan,

Yes, that’s how it works or at least how it should work. If you’re not seeing that it could be that you’re testing it with an old closed case. If it’s beyond a limit set in the setting it will open a new request. Generally though if you reply to a notification it gets threaded in as a private note into the request.


Hi Ian,

Upon further investigation I think it’s because I had edited the subject line of the notification to not include the case number. Someone else flicked it back and apparently it’s working now.

Thanks for the help!


Ah, yes that would do it!