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When you’d like to break out new email conversation thread while keeping it on the same ticket for context (for exmaple, contacting LOB application support for a client), you can create a new Third-Party Conversation thread. This will create a new conversation thread that’s completely separate from the Public thread. With a new Third Party Conversation thread, you don’t include the recipients (in To/Cc) previeously included in the ticket.

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Create 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
    • Cc’s can be added via the ‘Add more detail’ dropdown
    • Public comment thread can be added via the ‘Add more detail’ dropdown
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  1. Click ‘Save’
  2. Type your email in the expanded Third Party Conversation comment box and click ‘Post‘ (note the purple tab color)
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