To set up the Case Discussion feature, a Global Administrator or above must configure several business rules. Additionally, if you are using Email Integration Reply matching, ClientSpace Professional Services must configure additional settings.
Note: The Email Integration Discussion Linking feature keeps an email conversation together on a single case. After the initial case is created by the Email Integration feature, any additional reply emails in the thread are posted to that case's Case Discussions thread instead of creating a new case. The related HTML formatting is preserved, and any attachments are also added to the discussion message. Additionally, any replies sent from Case Discussions to the customer are also kept in the same email thread, so the conversation continues in both directions. If the original case is deleted, a reply creates a new case. This feature is not enabled by default. Contact Professional Services if you are interested in enabling it. Also see Configuring Email Integration Discussion Linking.
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