the ability to edit emails before forwarding them.

[nickymckenzie]

Hello,

In conversations, we like the shared mailbox feature and that email forwarding has been added. However, it would be better if we could edit the email before forwarding it. Most of the time the whole email thread is not relevant to the person you are forwarding the thread to and you only want to send certain parts of the thread. It would be good to edit so that only the relevant parts of the email thread are forwarded.

Thanks

Nicky

[nickymckenzie]

Hi everyone! My name is Hallie, and I'm a Program Manager on our CXM Team. You can now edit a conversation before forwarding an email (in both Conversations and Help Desk) as noted in this product update! I hope this helps. 🙂

[cdbir_bate]

Yes, please! This is a much wanted feature for our customer service department. 

[AEdström-Diem]

A very basic function that it's almost ridiculous that it's not possible at the moment. Same issue for when replying

[hhiggins]

Hi everyone! My name is Hallie, and I'm a Program Manager on our CXM Team. You can now edit a conversation before forwarding an email (in both Conversations and Help Desk) as noted in this product update! I hope this helps. 🙂

[AEdström-Diem]

Hi @hhiggins 
Yes I saw, that's great news!
Now if it only would work when replying to emails through the Tickets tab that would be great as well. 🙂