How to include the whole ticket thread in the forwarding conversation?
Modified on: Fri, 22 Feb, 2019 at 1:16 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
You can make sure that the whole ticket thread is visible to the person you forward it to by enabling the 'Public ticket URL' option under Admin > Portals > Settings > Who can view tickets.
Once this is enabled move to Admin > Email notifications > Templates > Forward Template and edit it so that the 'Public ticket URL' Placeholder is inserted to the Template.
Once done, when clicking on 'Forward', the public ticket URL will be visible to the person who you forward it to and the whole ticket thread can be viewed by them.
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