Implemented Suggested 5/29/2019 by Ben Katz
60
votesShow Original Email
JitBit's email handling, while generally clean and helpful, also can cause critical information to be lost.
Examples are:
1) Forwarding a message into an existing ticket will cause everything below the "Foward Line" to be lost
2) The names of all the recipients are not visible.
Gmail solves this problem by having a "Show Original" option in their menu. Jitbit implementing the same thing would be extremely valuable.
+1
7/12/2019 7:05 AM
Dennis Lammers
+1
10/1/2019 7:18 AM
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We have often need to see the original email sent to helpdesk.
I can give at least one more Example when there is a need for the option to see the original email
(ticket update) sent to helpdesk.
When the clients/customers reply to the helpdesk they often write their comments/questions/notes/answers not to the last reply but they write their comments/questions/notes/answers in the older message part.
For an example:
1st e-mail from the client/customer to the helpdesk is the ticket creation with some question.
2nd the technician will add reply to the ticket with an answer.
3rd the client/customer sends reply email to the technicians answer.
The reply from the client/customer (3rd message) to helpdesk would look something like this:
Please see my comments/questions/notes/answers below inside your email (the comments/questions/notes/answers are written into the 2nd email text).
Because only the last email reply (3rd) is imported to the ticket all the comments/questions/notes/answers inserted/written into the previous message (2nd) will not be seen with the ticket update.
So the Show Original Email functionality would be extremely useful.