Support emails should include entire string of communications

[Anonymous]

I noticed in my email correspondence with support that only the response to a single question is included in the email. Perhaps it would be more helpful if all commentary from both parties was included within each email itself . The purpose of this would be to avoid having to go back and sift through emails to recall how the issue originated or questions/comments were added over time.

[Cecile_Maindron]

totally agree

[Amy_Lepre]

The good news is - the entire communication IS now available on the support portal when you're viewing and/or responding to each response. It used to only show the last message from support and boy was that frustrating. 🙂

[Anonymous]

That is true, Amy.

In reference to my other idea of allowing others from my oranganization to view and contribute to the case in their own instance, that would take care of my needs in full. Otherwise, for the purpose of just cc'ing them to the email, it would be great if each email listed the entire stream of communication to avoid any gaps in knowledge or loss of context of what was being discussed. 

Both ideas would be great to have!

[Anonymous]

This is a concept that is long overdue. Thanks for submitting.

[Kenneth_Law]

Sounds like a great idea to me.  We'll take a look and see how we can update our Case Management system to account for this feature.  Thanks for sharing the idea.