Before migrating to Freshservice, we’re looking forward to use it to respond (email) to our clients. And we’re surprised to know that it limits / truncates the thread by removing old emails when sending out. Freshworks explained this was done so as “user-friendliness” and to avoid performance issues.
While there is merit to this design and Freshservice can keep this, our organization is expecting this shouldn’t happen, i.e. no truncation or conversation limit, when it sends out the email. It MUST preserve the whole thread as it help with history tracing rather than going through multiple versions of the same thread and find out the whole story.
