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Email thread

Helpdesk

If a client start a support chat then support agent answers the email client get from featurebase does not include the clients email, only the last chat from featurebase.

So, client dont remember what they sent and this is very confusing for the client.

Starting a conversation in chat then continuing the conversation in an email is really bad.

And each time support agent answers there is sent a new email not email thread. I would consider looking at how Intercom or Crisp solve this.

This is really not a good flow for clients having a conversation with us.

Post type
💡 New feature
What part of Help Desk?
Posted by Product team ·
2 comments

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Comments2

  • Andres Kõiva

    •

    Jan 22

    I will add this issue with email threads here:

    As HTML emails are not supported in the Featurebase support inbox, we send them through Mailgun. This has caused a conversation threading issue, as there isn’t a message-id parameter that can be configured for threading email messages.

  • Product team

    •

    Aug 29, 2025

    Critical!