It would be really useful if we could reply to any incoming message on a ticket, for example:
Person 1 emails the service desk copying in Person 2, who the request is for.
Person 2 replies to add information
I can then only reply to Person 1 copying in Person 2, or forward Person 2's original reply back to Person 2 with my comments. this gets really messy when they reply multiple times as we can only forward back the first reply again.
It would be great if I could just reply to any incoming message on a ticket with the person who sent it as the primary recipient and the ability to copy in others.
Agreed, this would be very helpful in having the ability to reply to any part/comment within a ticket and have a separate dialog with someone that may (or may not) be listed on the original ticket thread. Adding a "private note" only seems to work if one agent needs to communicate with another agent.
Thank you for the feedback. We will consider this enhancement for the future. I will let you know when we prioritise this request.
Please keep the suggestions coming :)
Product @ Freshservice
Any news on this? This would be really helpful.