Limiting emails shown in a ticket to those related to the ticket

[NWong]

Hello Everyone, 

I've never posted anything like this before, so you have my apologies for lack of formatting and common graces. 

My question: Is there a way to limit the emails that show up in the activity feed of a Ticket so that only the emails associated with that Ticket show up in the Ticket record. It gets very confusing when multiple tickets are associated with a contact. 

Your comments and solutions are greatly appreciated. 

[karstenkoehler · Accepted solution]

Hi @NWong,

Are you referring to one-to-one emails sent on a ticket record through the connected inbox?

Whenever a user in your portal sends an email from a record, they can choose which associated records to log this email to. In that step, you would uncheck the box for a ticket if you didn't want the email to be documented on the ticket record:

Fictional demo data.

This can also be changed and edited after the email has been sent (see also here). It will however be a manual step.

Hope this helps!