Nested Ticket Notes / Ticket Note Replies

Help & Questions
1

Has the ability to nest ticket notes and/or attachments been removed from Email2Autotask? I noticed a change in how emails with attachments are displayed in the Ticket Activity area quite a while ago but figured I had done something when updating our rules to account for the difference. I finally tried to “fix” it last week, but I can’t seem to make inline or regular attachments show the way they used to.

Here are some screenshots of how E2A used to display an email and its attachments:

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When an email created a standard ticket note, any images or attachments would be nested under that note. It made identifying related items much easier.

Now, all objects (notes or attachments) are just added one after the other with no “reply-type” nesting:

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Any insight would be appreciated.

2

Hi @MTS James,

Thanks for asking! We’ll check it out. The “old” way is the intended behavior. If we inadvertently changed it, we’ll work to change it back.

I’ll update here when I can.

THANK YOU!