Keep Email History Visible When Replying from a Different Address

What is this?

If you reply to a customer from a different email address than the one their message originally came in on (for example, a forwarded ticket from another mail server), the reply lands in your customer's inbox as a brand-new email thread. They lose the visible history of your previous exchange, because the two addresses run on completely different mail servers and can't automatically link a conversation the way a single mailbox does.

Why this happens

This isn't a bug, it's how email works across two separate systems. There's no technical shortcut around it: once a message goes out from a different mail server than the one the customer originally wrote to, their email client treats it as a new conversation.

⚙️ How to keep the history visible

Go to Settings → Email replies. Here you'll find Attach ticket conversation.

• Toggle on (recommended default): Previous messages are included automatically in every outbound email to the customer. You don't have to remember it per message.

• Per message: Even with the toggle on, agents can still add or remove the history manually from the reply toolbar for any single email, in case you want to leave it out for a specific reply.

When to use this

Whenever you're replying from an address that's different from the one the customer's message originally arrived on, for example when a ticket was forwarded to you from another mailbox. Keep the toggle enabled by default so this is handled automatically.

When NOT to use this

If you're replying from the same address the customer wrote to, their email client already threads the conversation correctly. There's nothing extra to do, though leaving the toggle on doesn't cause any harm here either.

Good to know: Without the attached history, the customer can still read your reply just fine, they just won't see it as part of the same email thread in their inbox.

You're all set and good to go!