This topic seems to have come up a couple times but I haven’t seen a great answer on it yet.
If you hit the forward button at the very top of the page, it forwards the first email that started the ticket. If you pick the disappearing forward button that pops up in subsequent replies, you will get some of the ticket but not all of it. I think the threading only includes that particular conversation.
So, for example, I get a ticket that looks like this:
Customer -- I have problem!
internal note -- it’s a doozy
forward: hey internal department, could you look at this?
customer reply -- we have more info to add.
If I forward the last customer reply, the internal note and forward aren’t included.
