Hello,

We’re new to Freshservice and trying to understand the behaviour of Reply and Forward in ticket conversations.

If the agent have a dialog with the requester and later want to reply to an older conversation, there’s only an option to forward that conversation. Reply button on the specific conversation is missing.

The problem is when forwarding, you have to manually add the requester, but also, all the replies from the requester will be marked as a private note from now on. 

This behaviour seems strange to us. The conversation threading will break when using Reply button at bottom because the answers is marked as Private Note. The threading will also break if the requester add a note through Self Service portal. Therefore you are forced to use the Forward-button which “brand” the requester in some way, as every mail will be a private note from here on.

Thanks,
Johan