Thread function

Hi.

The second one is a Feature Request.

You may submit Feature Requests in https://community.freshworks.com/ideas, and share the Idea so others can vote.

Regarding the first topic, if you can reproduce it with different users / browsers and screen resolutions, then I’d suggest to submit it to support as a UX Bug.

Regards,

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Hi ​@SOTA 

Thank you for bringing this up. 

To address your concerns:

1. Text field size when creating a thread: While creating a thread in the ticket, you can use the expand option available in the editor. This will spotlight the editor, increasing the size of the text field for easier drafting. You can also dock or minimize the editor, and your messages will be saved as a draft.

2. Creating a thread without forwarding the ticket: Freshdesk allows for different types of threads. Instead of forwarding, you can use "Private Threads" or "Discussion Threads" to collaborate internally or with external collaborators (added as Collaborators in the system) without involving the ticket forwarding process. This ensures that you can communicate through a thread right within the ticket itself while maintaining the main conversation pane uncluttered.

Thank you