Hi @LucaDelFiore ,
Thank you for reaching out!
I understand that you would like the ability to see all the threads to a ticket within the Contact record. Do you mind clarifying a bit further by what you mean when ‘someone opens a new thread in a ticket, the previous thread disappears’ ? If you could send over a screenshot of what you are seeing currently then the Community can have a better understanding. This will allow us to see if we can find a solution or workaround (hopefully).
Best,
@JenWeiss