Clicking "Forward" at the very top or very bottom of a ticket conversation only quotes the first message in the ticket.
To forward the entire conversation you have to click the "forward" icon in the corner of the last message. Many agents find this counter intuitive.
:)
This is also an issue if you want to forward a conversation thread with private notes or reply to a conversation that is occuring via an initial forward to an internal department that replied -- you can't do that currently.
I just looked up this topic because one of my agents brought the problem to my attention.
Now I can let the team know how to do it. But it sounds like we might have to experiment some to really figure it out.
Hmmm... I'm trying to do it, but I can't find any forward button in the corner of the last message...
Little help here?
Okay. I think I see it now. The forward button is only on messages; it doesn't appear on private notes.
When it does appear, it's in the upper-right corner of the message box.
+1I’m not able to see how to forward the whole contents. I’m told it forwards the last four chronological interactions but that doesn’t appear to be the case. I’ve got a test ticket where I’ve got the original mail that created it, replies back as an agent, forwards to internal departments and private notes. The notes and forwards are not included when forwarding off the last maili n the ticket.
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
