Managing Emails

You can manage emails from the Communications tab in the InfoCenter.

OR

Click Email icon in the Actions Icon bar . This displays the Ticket's Communications page.

Using the Communications Page

The Communications page lets you view and manage all emails for the Ticket, with the most recent first.

• Click on the email header to open and read the email.

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• If the Ticket has unread email::

  • Any thread that has an unread message is displayed in bold

  • Specific message(s) that are unread are displayed in bold ; when there are multiple messages in a thread, only the unread ones are bolded when the thread is expanded

  • When you click on a message, reply, reply all or forward, the bold is removed to indicate message has been read

  • When an incoming message is marked as read, the last read user/date is displayed

• The left-pointing and right-pointing arrows associated to an email indicate whether the email is incoming (pointing left) or outgoing (pointing right).

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• If a given email has a multiple-message thread, the > icon is available to expand/collapse the thread.

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• The presence of an attachment on an email thread is indicated by a paper clip icon. When the email is expanded, the attachment can be opened by clicking on it.

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• Use the associated ellipsis button at the right to Reply/Reply All/Forward the latest message in the thread.

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  • Forwarding of attachments is supported.

  • Reply/Reply All/Forward do not support the use of a template.

• Click NEW EMAIL to start a new email thread for the Ticket. This button is available for any user that has Send Email permission.

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  • See Sending Emails for further details on this.

• The Search field lets you search by email address or click More Options to search by From/To date range.

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Managing Emails From the InfoCenter Communications Tab

The InfoCenter provides a quick summary of emails associated to the Ticket.

For each email you can see a portion of the message and an indication of the number of messages in the thread (with no ability to expand the thread). You also get an indication of the direction (incoming or outgoing), and an ellipsis button with options for Reply, Reply All or Forward (as on the Communications Page). Clicking on an Email in the list opens the Communications Page for that Email.

If the Ticket has unread messages:

• This tab displays an orange circle on the envelope icon to indicate this condition

• Hover text shows the unread message count

• Any thread that has an unread message is displayed in bold