Forwarding removes Ticket Number

  • 28 April 2015
  • 5 replies

 Currently when we Forward a ticket, the ticket details are removed from the email.  How do we keep the ticket details in?



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5 replies

same here. as a Multi Service Provider - we often communicate with different e-mail-recipients in one ticket and the replys should all go back to the ticket. 

When i forward to another person and they answer its very bad when there is always a new ticket generated and the customer always get "new ticket opened" messages...

Update for you two and a question.

Update: I made a ticket


understand your concern, but this has been implemented due to security reasons
and I cannot give an ETA on the re-implementation. Apologies for not being much
of a help at this instance.


Question: What have you two been using for a workaround?


I am not aware of any Workaround. We just have a bunch of new tickets in our queue which we have to merge manually... awful...

Maybe we can do something with the "customized app". Someone of your staff implemented a Script for adding a signature to the forwarded mails. Maybe we can inject some information there so the replys are merged to the correct ticket automatically.

Here is my scipt for the Signature while forwarding message:

### script start ###

<div id="forward_redactor_prefilled"></div>

<script type="text/javascript">


  jQuery('body').off('click', '[data-note-type="fwd"]');

  jQuery('body').on('click', '[data-note-type="fwd"]', function(){

    jQuery('#cnt-fwd-body').val('<p> Mit freundlichen Grüßen, <br> {{}} <br> <br> MY-IT.WORKS UG (haftungsbeschränkt) <br> Hallerstraße 32 <br> 90419 Nürnberg <br> Tel: +49 160 94824826 <br> <br> Sitz des Unternehmens: Nürnberg <br> <br> Hinweis: Diese Nachricht oder deren Anlagen können vertraulichen Inhalts, oder auf eine andere Weise schutzwürdig sein. Sollten Sie nicht der beabsichtigte Empfänger der Nachricht sein, oder diese Nachricht versehentlich erhalten haben, sind Sie nicht berechtigt, den Inhalt der Nachricht weiterzuleiten, kopieren oder den Inhalt auf eine andere Art zu verbreiten. Wenn Sie diese Nachricht ve rsehentlich erhalten haben, benachrichtigen Sie bitte den Absender und löschen Sie die Nachricht mitsamt den Anlagen </p>' + jQuery('#cnt-fwd-body').val());



### script end ###

Userlevel 4
Badge +5

Hi All

In order to include the Ticket ID on the subject line of the forwarded message, you can include the ticket ID on the subject line in Agent Reply template. Please navigate to Admin-->Email Notifications and edit the Agent reply template. Here, please include the placeholder for ticket ID on the subject line.

This should include the ticket ID when the email is forwarded.



Done! The solution is working.

Problem solved.

Thanks a lot!