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.

In order 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.

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

Allows 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.