If you have more than one concurrent issue there is no easy way to separate which email goes to which problem unless you memorize the generating code at the top of the page.
This is compounded if the NT response is a stock answer to the original problem. Granted stock responses are a necessary evil to make sure the user isn't overlooking something simple so I accept that.
Recently, I had 2 concurrent issues ongoing. A support person sent a generic form response to the 2nd concurrent problem, but I thought it was in response to the 1st concurrent problem. This obviously led to even more confusion, until he quoted a portion of the original problem, which then made it clear what he was responding to.
The suggestion of searching for the thread was of no use because gmail auocompiles are related emails into a continuous thread, yet without a reference to the originating problem it is of no use.
There is an easy solution to this problem that will solve the problem:
Include the the text of the original support request email (no attachments needed) in the autogenerated support response.
Seems pretty simple and would remove a lot of "consternation" in the support process.
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