Currently there is no way to forward a message that's already been forwarded.
Quite often we need to followup with other departments that do not have visibility of the helpdesk. When following up, we need to include the contents of the original message we forwarded them.
This is not currently possible, and we have to copy and paste the contents in a new message.
In addition to this, when someone in another department replies, there is no way to reply / forward that back in order to continue the conversation. It needs to manually be added into a new reply. This makes it look very strange for the recipient.
+12Hello,
The ability to respond back to the third party's reply and continue the conversation aside of the actual ticket is available. We haven't seen much requests for the other request though - we'll consider this for development in future if it gains more traction.
Cheers!
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