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

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

With the AI integration enabled, there is a button Reply With AI Suggestion. This action looks for similar topics in Tickets and the Knowledge Base, suggesting a response to the email.

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

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

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.

This action marks this and all newer editing steps in this ticket as unread. After executing the action, the ticket view will be closed.