When I escalate a case to a supplier I often add extra notes. Freshdesk does not include what was forwarded so there is no visibility of these notes.
This means if I revisit this ticket at a later date or if a colleague works it on my behalf there is no record of what was actually sent.
Is there any chance of displaying what was actually sent.
Many thanks
Lee.
This is a MUST have. We have been facing this for quite sometime now after we started using FreshDesk.
--Somesh
I would find this very useful. Could this be setup similarly to the notes where we can toggle if a forward is visible to the customer? Similar to the below?
+12Hi,
When the ticket is forwarded to an external user, the content of the email can be viewed by clicking on the quoted text icon.
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