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Summary: emails not getting added to call details???
"If you ever fail to use reply all, and just hit reply, the chain is broken."
That's a recipe for failure. Any time a process requires a specific action of multiple possibilities for success, especially when that action is not what the user is likely to, it's a flawed system. It should be designed to work with the most common action (in this case 'reply' rather than 'reply all') and to be fault tolerant (accept a 'reply all' as well). I suspect many calls aren't getting the emails logged.
I mention this in the simple hope that someone in PTC support might be eavesdropping.
Doug Schaefer
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