There are a lot of tracking options and one of the common used methods is tracking emails with correlation combined with a tracking token.
However, sending a first response email to a customer saying the case number is xyz and the tracking token of the mail is 123 is just confusing everybody.
We always disable the tracking token and implement a plugin that reads the subject in the same way but looks for the case number and fills in the regarding accordingly.

The option for tracking token should become a dropdown where you can select either tracking token (generated by system) vs case number, managed by the end user.
Category: Email
Under Review