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

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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.
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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