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
- Download: Save a copy of the original EML
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
- To reduce the clutter of the
ticket thread, changes made here are not
created as a new reply in the ticket
For more information, see: Checking Ticket Delivery Status