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If you find the email in the Timeline and use the View Email option the email will open in the Mail application, and you can reply from there.
Th email action on a request is, as you describe, sending a new email.

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17 minutes ago, Malcolm said:

Is there a way for it to be included automatically?

No, the email action in Service Manager sends a completely new email. If you wish to include previous emails rather than directing the Customer to view the Timeline you will need to reply from the email app or copy/paste the necessary text.

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