Helpdesk Threads and Forwarding
Helpdesk integrates seamlessly with email to allow agents to communicate with ticket reporters. The Threads feature make it possible for agents to forward messages from a ticket. Using threads agents can initiate side conversations which include context from the original ticket.
To initiate a forward, click the “three dot” icon, then select the “Forward” option from the menu. Agents can then edits the subject, recipients, and message. Use the checkbox to choose whether or not to include the original ticket’s entire conversation (excluding private comments) as context.
Once a thread has been created, the ticket will show an @ icon with a count of the existing threads for the ticket. Click the new icon to see a list of threads.
The thread item in the ticket interactions list will show who initiated the forward thread, as well as the most recent reply on that thread. There will also be a “view thread” link which can be clicked to open the specific thread.
Important notes
- Forward threads are not private. Any agent or user with access to the ticket will have access to the forwarded conversation.
- Replies to forward threads will only show on that thread. A forwarded thread is a “new conversation” just like forwarding from any email client.
- New forwarding “threads” will be shown as a reply item in the list of ticket interactions. Agents can click the link on the interaction to open the forward thread.
- Private comments are not included in forwarded messages or replies in the thread. This is the same behavior as regular ticket interactions
Threaded Interaction Automations
The Threaded Interaction Created trigger will run the automation when reply is sent or received on a thread. The Interaction Created trigger will only run the automation when an interaction is created on the top level ticket conversation.