Let the end user see whole ticket thread in email

Question asked by ASB Admins - 1/29/2025 at 10:44 AM

Answered

If an end user creates a ticket by email, all of the responses do not show in an email back to the user. It only shows a couple, but not going back to the beginning. The user does not want to go to the portal every time to look. Just wondering if there is a way to set this up. Thanks!

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Tony Scholz Replied

1/30/2025 at 8:43 AM

Employee Post Marked As Answer

Hello,

Yes, this can be adjusted by going to Settings -> Tickets -> Options [tab] and you can adjust the "Max Messages in Replies" setting.

https://help.smartertools.com/SmarterTrack/Current/Topics/Settings/SystemSettings/Configuration/Tickets

Max Messages in Replies - The number of previous messages automatically included in the text of a ticket response. By default, ticket replies include the most recent previous message only. All replies to tickets are stored by SmarterTrack, but not all replies necessarily need to be included in each ticket response.

This is a Global setting and will effect all users.

Thank you

~Tony

Tony Scholz System/Network Administrator SmarterTools Inc. www.smartertools.com

ASB Admins Replied

1/30/2025 at 9:18 AM

Ok, thanks. I found that setting and was thinking that was it. Just to clarify, that is for how many messages in an email to the end user? It sounds right, because that is what were seeing...the last three.

Tony Scholz Replied

Yesterday at 7:23 AM

Employee Post

Correct,

This setting controls how many replies are showing up every time you reply to a message, The default is three (3) and will show the last three (3) messages in the chain.

Tony Scholz System/Network Administrator SmarterTools Inc. www.smartertools.com

ASB Admins Replied

Yesterday at 7:36 AM

Thank you!

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