View the Original Source Email from the Ticket Timeline

What's New
1

You can now view the original email that created a ticket directly from the ticket timeline. Simply click the Email link in the “Ticket created via email” activity to open the complete source email, including the sender, recipients, subject, date, and original message, without leaving the ticket.

  1. Open a ticket that was created from an incoming email.

  2. In the Timeline, find the “Ticket created via email” activity.

  3. Click the Email link.

  4. A pop-up will open displaying the complete original email, including From, To, CC, Date, Subject, and the email body.

  5. Close the pop-up using the X icon or by clicking outside the window.

How It Helps

  • View the original customer email without leaving the ticket.

  • Quickly verify email formatting, recipients, and message content.

  • Keep all communication context in one place for faster ticket resolution.