Can you please point us to where the Email History tab is in 5.3 Customer wishes to view the history of sent emails.
Emails may be searched by clicking the contact card on the left hand menu
This will then provide the agent the ability to switch between contacts or cases
A maximum of 200 cases will be displayed
Agent may also search for cases, by email address, case number etc by using the search bar at the top to narrow results
The tool tip illustrates how to search with elastic search enabled
For faster access to cases that may require additional follow up , agents may also enable pinned cases from their preferences option under settings
This will create a third tab in the agent case view (Team, Personal, Pinned)
Where tickets requiring follow up can be easily accessed
Please review the agent guide documentation on using pinned cases found here