include ticket history in email conversations

  • 17 August 2018
  • 3 replies

Is there a way to include all previous agent/requester replies and public notes on all email conversation on a ticket?

Right now we're just using the default email template, so when an agent or requester responds to updates on the ticket by email, the other person only can see the content of that single message and has no conversational context of the ticket history without going back into the Freshservice portal. 

3 replies

 Is there a solution to this?

Hi Andrew, 

We have the ability to send a ticket conversation from a ticket in Freshservice. Instead of using the Forward option at the bottom of the page, you can use the Forward option in the thread you would like to forward the entire conversation. 


I hope this helps. 


Happy supporting! 

Badge +1

What if we don’t have freshservice, only freshdesk?