Possible queries:
How does forward option works in the ticket details page?
Forwarding a ticket doesn't include the whole ticket's conversation
Forwarding the ticket includes only the description, why?
Resolution Path:
The forward feature in the ticket details page is designed to forward the entire ticket or a reply or a public note added in the ticket. These can be done using the different forward options available in the ticket details page.
- Forward button available at the top of the ticket
- Forward button available at the bottom of the ticket
- Forward option in the replies
1. Forward button available at the top of the ticket
The Forward button at the top of the ticket is a ticket forward option and would only forward the description of the ticket along with the attachments in the description (if any).
2. Forward button available at the bottom of the ticket
The Forward button at the bottom of the ticket would only forward the recent four conversations of the ticket.
3. Forward option in the replies
The Forward option in the individual replies would forward the four most recent conversations from each reply.
NOTE:
The Forward option will only forward the last four interactions in the ticket. You can also forward an individual reply from the ticket. However, you cannot forward Private Notes added to the ticket.
Additionally, each agent would have a forward button and the reply's latest four conversations will be forwarded by using this forward button. Having stated that, if the forward is sent via the ticket reply or from the bottom of the ticket, the maximum number of responses that can be included in the quoted text of the forward is 4.