Within Teamwork Desk, you can view the
original message contents of customer
replies in a ticket.
📝 The Show Original feature can be
used up to 60 days from a message's sent
date.
While viewing a ticket, scroll to the relevant customer reply. Click the ellipsis (...) on the reply's right and select Show Original.
![Image Placeholder](/desk/file/13487032/Screenshot 2023-09-25 at 13.51.45.png)
A quick view panel opens on the ticket's right:
- Preview: Shows the
original content of the message as
sent by the customer. Any quoted text from the ticket thread may also be included.
- Headers: Details the message's routing information, including sender, recipient, date, and
subject.
- Download: Save a copy of the original EML
file.
![Image Placeholder](/desk/file/13487035/Screenshot 2023-09-25 at 13.55.06.png)
Teamwork Desk recognizes replies from the
customer that are written above the
designated line of reply (before any
previous messages in the email thread) and
handles them as a new reply to the
ticket.
- Any content posted within
previous messages in the email thread is
considered by Desk as being part of the
original message.
- To reduce the clutter of the
ticket thread, changes made here are not
created as a new reply in the ticket
thread.
For more information, see: Checking Ticket Delivery
Status