Use the instructions in the link below to manage message threads/grouped conversations, which may make it difficult for some people to find their email messages.
https://support.microsoft.com/en-us/office/view-email-messages-by-conversation-in-outlook-0eeec76c-f59b-4834-98e6-05cfdfa9fb07
Need additional help? Submit a ticket in our new portal here: IT Service Desk Help Center