How do I display email thread of past conversations?

When an agent responds to a customer's email from the Messages tab in a service request (SR), it's a good idea to display the email thread with the past conversations. This way, the customer easily understands the context.

This is also useful for agents as the email thread is included when the email is previewed. Past conversations can be viewed in the thread latest replies can be written as required.

To enable the display of the email thread, you need to complete a few simple processes:

• Configure a few profile options

• Change email templates to display the email thread