Managing Threads

Managing Threads avoid the problem of repetition and decide on the threads to be displayed to the client on the reply screen, by checking the appropriate boxes.

To manage threads:

1.      Open a Ticket by clicking on its Subject or Ticket Number (T. No) from the Inbox.

2.      All the threads are visible in the reply. Check the threads that you would like to display as part of your reply, as shown in the Figure 3-10-1 and click .

Figure 3-10-1: Ticket Threading

3.      In the new window, only the threads, which are selected, will become part of your reply thread.