Hi Vinod,
You are right that you can only reply/forward the last email in the email interactions/thread attached to the ticket. This was done to ensure that when someone responds to an email that references an existing ticket, the email will correctly thread itself as part of the ticket email interaction history.
We also support a few other scenarios to copy, split, merge emails with other tickets when an email that is automatically threaded to a ticket, needs to be handled differently than the rest of the email interactions of the ticket.
1. Copy- this scenario allows you to click on an email in the ticket email interaction history (can be any email except for the first one that created the ticket) and create a new ticket. This copies the original email body as a new interaction record in a new ticket. This is common when you have a customer asking for multiple service "requests" in one email thread and you want to have one Ticket that manages the multiple service "requests", but need to execute internal follow-ups independent of the original ticket and need some basic information in the new ticket about a specific email
2. Split- this scenario allows you to click on an email in the ticket email interaction history (can be any email except for the first one that created the ticket), create a new ticket, and move the email to the new ticket. This is common when you have a customer asking for multiple service "requests" in one email thread and you need to handle a new request as a new Ticket than the original Ticket.
3. Merge- this scenario allows you to click on an email in the ticket email interaction history (can be any email except for the first one that created the ticket), and move the email to an existing ticket. This is common when you have multiple Tickets open and the customer replies with the wrong Ticket ID to a response to a Ticket.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.