Create a separate conversation on the same ticket

Create a Third-Party Conversation to start a new email thread while keeping it on the same ticket for context. For example, contact LOB application support for a client without losing the ticket history. This creates a new conversation thread, separate from the Public thread. With a new Third Party Conversation thread, you don’t include the recipients (in To/Cc) previously included in the ticket.

​

Create a third-party conversation

1. Create or navigate to an existing ticket
2. Click the + button in the timeline tab and add a Third Party Conversation
3. Search from existing contacts or type a name/email
   • (Optional) Add Cc’s via the ‘Add more detail’ dropdown
   • Public comment thread can be added via the ‘Add more detail’ dropdown

1. Click ‘Save’
2. Type your email in the expanded Third Party Conversation comment box and click ‘Post’ (note the purple tab color)

​

Thread visibility

Threads have different visibility levels:

• Private: visible only by you and your team from the Gorelo admin interface.
• Public: visible by your contact by email.
• Thread: visible by a third party by email.