NeetoDesk sends an email to all the customers and agents added to to and cc , and other mentioned parties when a reply is added. This email, by default contains just the content of the comment.
However, sometimes it becomes important for the receiver/customer to understand what last email/comment it was a reply to.
Mail clients like google usually show last few replies in an email thread as trimmed content per email, which when uncollapsed, shows the last few replies in the descending order of sending time of the given emails.
NeetoDesk also allows to do so. If this setting is turned on, all comment emails will contain the last few replies as collapsed content.
To enable this behaviour:
Go to Admin Panel.
Click on General.
Click on Tickets.
Turn on Send comment email as thread.
Click on Save changes.