Action for ticket editing steps

Individual editing steps of a ticket can offer an options menu to perform actions on - or with - this step. It depends on the editing step which actions are offered exactly.

E-mail actions

In order to refer to a ticket step in an email response (Reply, Forward, and Send again), this action can also be applied directly to the editing step of a ticket in addition to the action in the toolbar above the ticket.

The content of the step, as well as brief information from the original sender, will then be automatically added to the response.

Note: In a direct communication with a customer, it makes sense to directly use these email actions.

Edit text

Allows to modify the content of an editing step. All changes are logged as additional actions.

Create new ticket from step

Creates a new ticket from the given editing step. All fields of the original ticket will be taken over. If the original ticket is located in a resource, the new ticket will also be dispatched into the same resource.