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.
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.
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