If a client uses the Support app in Teams to submit an update to the ticket they get the option to view and existing request or create a new one. If they open an existing thread it does not pass the previous message (the one created on the Support App in Teams) to the group chat. Clients do not notice the message wasn't sent and are confused when we don't respond.

It would be helpful if when the client clicked to open an existing thread the previous message was passed into the selected ticket.