Please use a consistent subject when emailing updates about tickets, so that all emails regarding the same ticket are grouped in the same conversation in Outlook.
Curentley when a ticket is created you get a email with a subject like 1. however any notes have a subeject that looks like 2. as a resault the emails are not grouped together in the same conversation in outlook.
- Ticket Assigned - TicketName
- New Comment - [#12345] TicketName
You'd be able to modify the subject lines of most of the automated emails from the Admin -> Email notifications -> Agent notifications section. Please give it a try and let me know if it helps!