Sometimes customers share details over email, and you may want that email to appear directly inside the ticket conversation. Instead of taking screenshots or copying content manually, you can forward the customer’s email into the ticket itself.
Open the ticket where you want to add the forwarded email.
Click on the Action menu on the top right of the ticket.
Select Forward to ticket.
A side pane will appear showing the unique email address for that ticket.
Note: If the ticket is already closed, forwarding will not work.
Copy the address and forward the customer’s email from your inbox to that address.
The forwarded email will appear in the ticket’s timeline, along with metadata (sender, subject, and timestamp).
If the same email is forwarded multiple times, duplicates may appear.
Large attachments may fail to deliver if they exceed system limits.