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Hi,

We will look into what could be done in this direction, although strictly speaking our support system does properly use "e-mail cross reference ID's" so that your e-mail client can thread conversations properly.

The initial email reply from Capture, acknowledging the support request and assigning a ticket is not threaded with original request and gives no indication of which issue it refers to so when it says "f you wish to send additional comments or information regarding this issue, simply reply to this e-mail." it is impossible to know which issue it refers to if you have submitted several requests. All it needs to do is include the the subject of the email we sent you somewhere in the subject or body of the email so we know what we're talking about!

All further emails include the original subject in this way and it is fine from then on, it's just the first response giving you a ticket number which doesn't tell you what the ticket is for.

Hi,

As I mentioned we're going to look into it. We are most likely not going to inline the entire previous conversation in replies, but at least preserve the original subject.

Having said that though, "threading" is something that is done by the e-mail client and not inside the e-mail itself. Thunderbird, Outlook and GMail for instance can tell which e-mails belong together by a "cross reference id" system and should present the initial reply from our system paired with the original you sent without any problem. The habit of including the entire e-mail one is replying to is not an absolute, although a common habit, introduced by Microsoft Outlook.

But, as I said, we'll look into it.

Ok, thanks. Was just providing a bit more information really. For what it's worth I use Gmail, from a web page, and the threading does not work on that initial response email from you. All further emails discussing the issue are then threaded (in a new thread, separate from my initial email and your initial response).

As you say, no need for the entire conversation to be included, preserving the subject is the way to go!