In Exclusive Mode, customers don’t realise that they need to send in a brand new email for a new request to create a brand new work item. Instead, they write their new request as part of an existing work item thread. They also don’t know that if they want to add information about an existing request, they should reply on the existing email thread so that their email gets attached as part of the existing work item and doesn’t create a brand new one. We need a way to let them know how to reply to emails to express their intent.