Within Teamwork Desk, each individual reply in a ticket thread has some additional options.
Each reply from agents or the customer on a ticket will have three dots in the upper right corner beside the timestamp. The options listed in the dropdown will vary depending on the reply type and agent permissions.
Options for an administrator
As an administrator, you will have four options on your own and other agents' replies sent to the customer:
- Permalink - copy a link to the individual thread
- Edit Message - update your reply to the customer
- Forward Thread - forward the reply to another customer
- Delete Message - delete the message from the ticket thread
For replies from the customer, you will have some additional options:
- Quote Message - quote the customer's message in your next reply
- Create New Ticket - create a new ticket with the individual reply
- Show Original - see a preview of the customer's original reply as well as the routing information
Options for an agent
As an agent, you will have access to a subset of the options available to administrators.
On your own and other agents' replies, you can:
- Permalink - copy a link to the individual thread
- Forward Thread - forward the reply to another customer
On customer replies, you can:
- Quote Message - quote the customer's message in your next reply
- Permalink - copy a link to the individual thread
- Forward Thread - forward the reply to another customer
- Create New Ticket - create a new ticket with the individual reply
- Show Original - see a preview of the customer's original reply as well as the routing information
Message timestamps
Both agents and administrators can hover over the timestamp on an individual reply to see the created and updated information.
Files
Any files attached to individual messages in a ticket thread will be visible at the bottom of the reply. Clicking the save icon to the right of the file name to download it.
Clicking a file name will open a preview of the file in a pop-up window.
Note: The preview option can be utilized for file formats supported by the browser you are using.
In the preview, you can adjust the zoom level via the controls at the bottom of the window.
You can also open the image in a new tab by clicking the arrow icon beside the file name at the top of the preview.
If you click to preview an attachment on a reply that has multiple attachments, you can navigate between the attachments using the arrows in the top right of the preview window.
A print option is available in the top right of the preview which will initiate the browser's print function.
Note: Firefox prevents automatic opening of the print dialog for PDF files so the PDF will first open in a new browser tab.
For more information, see: Using the Ticket Editor