Hi.

I am familiar with Conversation view, but what I need is something different and I'm not sure if it can be done.

At my company, when an order is emailed into us and an item is on backorder, the reply back to the customer modifies the original subject of the email so that it reads: "B/O NOTIFICATION RE: <subject>".

The problem is, my CSRs want to keep the original incoming order email grouped together with the backorder notification email. Conversation view does not do this due to the change in the subject.

Is there a way to do this?

Thanks in advance!