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Incident Forward emails are not capturing in summary thread

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edited May 22, 2020 2:37PM in Agent Desktop 5 comments

Summary

Incident Forward emails are not capturing in summary thread

Content

Hi All, 

In the Incident workspace, we could see all the email response (Inbound and Outbound responses) except forward emails.

When staff agent uses Forward email option to send Incident details to external person, that information is not getting capture in Incident Thread. 

Is there any way to capture the forward email in Incident -> Summary threads.

Note: We are using 20A BUI Interface. 

Regards

Kishore Kuna

Version

20A

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