You may want to forward an email conversation from the Help Desk to share information with external collaborators. By forwarding the email, a new conversation will be created for the email participant(s) with all the prior messages.
Get started
Hover over a message in the email conversation to view the three dot button and click to view message options.
Then select Forward message.
This will open a new conversation with the messages and subject attached.
You can add participants to address and any additional text in the message content before sending the message.
Note: The forwarded message will create a new conversation in your inbox.
The forwarded message appears like a regular forwarded email to the participant(s).
When you forward a message, a conversation event will add a link that connects the original conversation to the forwarded conversation and vice-versa.
Note:
You cannot forward ticket statuses but can forward ticket email conversations.
You cannot forward Operator messages.
The content of messages with HTML tables might not be visible in the forwarding history.
The 'forward message' button only appears for email messages. If the conversation started as a chat, the option will not be available. It's not possible to forward any emails started from a chat message, you would need to manually create a new email.
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