Please include the entire history of a support case when corresponding for it. This could be the entire email chain, or some online link that contains the history.
Thanks for sharing this feedback about how communications display on support interactions. As the Idea Conversations forum accommodates requests for enhancements to the Canvas LMS specifically, we've archived this idea.
We have also made your concerns known to our support team. If you're the named field admin for your organization, you can also raise this issue in your regular CSM conversations, and if you're not, you may bring this to the attention of the local field admin for further discussion.
@Stef_retired Is it possible to include message history in Instructure support. This will be very helpful for end-user to track their case history through email or web.
One example support system I have come across which does a good job of maintaining history is Zendesk. I am sure there are others. This one seems to be popular. It can be explored to get an idea of the desired functionality.
Thanks to everyone for your comments on this thread. Our support team notes that when agents reply manually, they typically do include the email thread in the reply, but the auto-generated messages currently do not include history. The team responsible for designing and maintaining the support platform knows of your concerns. That said, this forum isn't designed for evaluating requests for enhancements to the support system, so bringing this up with your CSM would be the best point of communication.
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