I have a use case. From my experience in Jira service desk I have found that when a customer sends in an email request, a confirmation mail goes to the customer mentioning that the request has been received and is being worked upon.
My problem is-- The confirmation mail comes as a new mail thread and all the chats thereafter happen on the confirmation mail thread. However, the main request mail thread is left out.
Is it possible to communicate with the customers on the same mail thread in which s/he has sent the main request?
Thanks
