Email replies not re-opening discussions automatically

[c930586]

Hi,

 

I am configuring my customer service.

 

The IMAP is syncing the emails correctly.

 

This is what I get so far:

 

1. The client sends email via contact form. The system works fine here. It opens the thread.

 

2. I go to customer service and I reply. This works fine. The system closes the tread.

 

3. Let's say the customer receives my email, and just replies to it, to continue the conversation.

 

4. If I hit sync emails, the system fetches it, but it does not re-open the thread, so I do not have a visual for it.

 

Is that normal? If so, when I have 20 clients in the future, how will I know if they have replied?

 

Many thanks for your help.

 

Robert