Hi,

 

I did testing on the relationship between a chain of emaill CCing support email (i.e. replies not generated through SupportCenter).

 

1. I sent an email request (Subject: Test request) to SupportCenter with CCing my Outlook email address.

2. I did "Reply to All" from my Outlook email.

3. Two separate requests were generated in SupportCenter (One with "Test request", another with "RE: Test request)

 

It would be great if SupportCenter can recognize the reply from other email sources to the existing request, so that it adds the reply message within the existing one.

I don't know if this is achievable or how difficult this is.

But, this is absolutely nice to have function.

 

What do you think?