Third Party Conversation

Written By Mikel from Gorelo

Last updated 3 months ago

Third Party Conversations are used when you’d like to break out new email conversation thread but keep it on the same ticket for context E.g. contacting LOB application support for a client

This will create a new conversation thread that’s completely separate from the Public thread. The new Third Party Conversation thread will NOT be sent to the To/Cc on the ticket.

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

  4. Click ‘Save

  5. Type your email in the expanded Third Party Conversation comment box and click ‘Post‘ (note the purple tab color)