Malcolm Posted March 24, 2023 Share Posted March 24, 2023 Is it possible to be able to reply to an email from within a request? Currently when you send an email from within a request its as if you are sending a new email. Link to comment Share on other sites More sharing options...
Steve Giller Posted March 24, 2023 Share Posted March 24, 2023 If you find the email in the Timeline and use the View Email option the email will open in the Mail application, and you can reply from there. Th email action on a request is, as you describe, sending a new email. Link to comment Share on other sites More sharing options...
Malcolm Posted March 27, 2023 Author Share Posted March 27, 2023 @Steve Giller if you reply to an email via the timeline View Email option your reply doesn't get added to the timeline. Is there a way for it to be included automatically? Link to comment Share on other sites More sharing options...
Steve Giller Posted March 27, 2023 Share Posted March 27, 2023 17 minutes ago, Malcolm said: Is there a way for it to be included automatically? No, the email action in Service Manager sends a completely new email. If you wish to include previous emails rather than directing the Customer to view the Timeline you will need to reply from the email app or copy/paste the necessary text. Link to comment Share on other sites More sharing options...
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