Email templates ticket conversation thread

[nattivillin]

When using outlook, you can have the email history under your reply. This helps to keep track of what the email is about.

I would like a similar feature turned on for the email connector. Currently the tickets that go back/forth dont include what was said before.

I don't see a data field that I can add to the template that will pull in SOME of the previous conversation. I say SOME because i don't want all. Just the last reply will suit our needs.

When a customer has multiple tickets open, it is difficult to keep track of the conversation with only the ticket number and ticket description.

[Support Team]

To quote and include the original email in your reply use the 'Reply' option from the Ticket Preview or history tabs, that is - use the option from the customer reply listing unlike the generic Email option on the toolbar, this way the email you are replying too will be quoted.

Hope this helps.

[nattivillin]

What email template is used when you hit reply?

[Support Team]

If you simply hit 'Reply' is uses the default Email Template, however, you'll find a small down-arrow button next to it that lets you pick any template that you want.

[nattivillin]

How do I make the reply button use the template i want?

[Support Team]

Just use the small arrow button next to the 'Reply' link to select a template:

/forum_images/reply_to_ticket.png