Agents can forward individual Ticket messages via Email, using the Forward message option accessible from the three dots icon to the top right of each Ticket.
This is useful for forwarding messages outside of the helpdesk if they would better be dealt with as a private Email conversation.
Under Channels > Emails > Settings you can change which email account is used to send the emails.
By default, the forwarded Email will appear to come from Ticket Email account’s address, but you can choose to use the Agent’s Address in the From: field instead. For this to work, you may need to configure your Email server to accept messages with any From: address.
If you enable Agents own address any recipients of the message would be able to reply back to the forwarded Email and this would enable the conversation to continue outside of the helpdesk; with any additional correspondence not being attached to the Ticket in the Agent interface.
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