Agent's profile pictures are not seen in the emails because of the new simplified email threading.

2 Commentaires

  • Shawna James
    Community Product Feedback Specialist
    Hey Naghash, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this workaround, please add you support by upvoting this post and/or adding your use case to the the comments below. Thank you again!
    1
  • Shawna James
    Community Product Feedback Specialist
    Hello, as a follow up I spoke with our PM team and wanted to provide some updates to your question. This happens because we're no longer including the "Ticket Snapshot" like we did in the pre-Simplified Email threading experience seen here in docs.  We understand you are asking for the picture to be shown next to the email address, but because we send out comms from Support Addresses, that can't easily be achieved. As a workaround, you can always use the non-SET experience to maintain the picture via a ticket snapshot by using steps and older placeholders here. I hope this helps and thank you again!
    0

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