How can I view a searched-for email that's part of a conversation?

At work, we have an email account dedicated to the support emails that are sent out. They are automated and have the same title so they come up in the same conversation. And there's a lot (over 6000).
When searching, say, by a username, there is only one email in this search result. The little number-with-the-arrow comes up, but it says only 1. The preview displays the correct email. So far, so good. I've found the email. It exists.
BUT...
The arrow cannot be clicked to drop-down the one email.
The right-hand window does NOT display the search result email.
The right-hand window with the full emails shows the most recent emails, starting at the newest, and only up to 100.
Most emails do not fall within that 100 email range, and even looking through 100 still defeats the purpose of a search function.
Is there something I'm missing?
Thanks in advance!

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How can I view a searched-for email that's part of a conversation?

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