Forward message as related ticket with new ticketnumber

Idea shared by Roeland Buisman - 12/22/2017 at 2:15 PM

Declined

It is possible to forward messages including attachments by clicking the Gear icon in the email. But when you forward the message to someone else, it will have the same ticketnumber, and therefore, the different people will be able to see each others communication.

It would be very helpful if it is possible to forward a message as NEW related ticket. So it will have the relation to the current ticket, but there it will be possible tp have 2 conversations with 2 different people about the same subject.

Here this happens a lot. We receive questions, and we need input from a supplier. So we forward the message to the supplier, but it is not desirable that the customer can see the complete communication with the supplier (and sometimes likewise)

3 Replies

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Andrew Barker Replied

12/28/2017 at 1:49 PM

Employee Post

Currently, we are unable to do this. We will put it under consideration for a future version release.

In the meantime, when you encounter a situation that requires a related ticket, you can create a new ticket and add the existing ticket to it as a Related Item.

Andrew Barker
Lead Software Developer
SmarterTools Inc.
www.smartertools.com

Roeland Buisman Replied

12/29/2017 at 3:34 AM

Thanks for your response Andrew, This is the solution I use now, but it is quite time consuming. Thanks for taking this into consideration!

Andrew Barker Replied

3/20/2019 at 4:51 PM

Employee Post

After internal discussion, we have decided not to implement this feature, as noted in change related ticket structure. We feel that implementing the ability to create a new ticket that is related to the current ticket will provide the most benefit.

Andrew Barker
Lead Software Developer
SmarterTools Inc.
www.smartertools.com

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