This is where you will learn how to forward a ticket. 

How to forward a ticket

Step 1: Navigate the ticket for the forward button

• Find and click the forward button at the top left of the ticket

Step 2: Add the necessary recipients

• Using the forward function will not automatically include the original sender. This function allows you to exclude the client whilst continuing on the same ticket.

Step 3: Send the ticket

• At the bottom right of the ticket you will find the forward button. You can hit forward and change the status after. Alternatively, click the arrow on the right of the forward button and select the action that you would like the system to affect.
  
  
  
  

Foot Note:
The toolbar at the bottom of the ticket can be used to add formatting, attachments, indents, tables, etc.

You can also attach documents that were on a previous mail in the thread by using the paperclip on the necessary document.

If you wish to forward the mail to the client but want to remove some of the previous mail thread, click on forward, then the little oval with the 3 horizontal dots. This will show what is on the previous thread so you can delete anything as needed.