Third-party conversations

A third-party conversation is a separate email thread on the same ticket — contact a vendor's support desk about a client's issue without losing the ticket context, and without the client ever seeing the exchange.

Starting a conversation

1. Open the ticket and scroll below the main conversation.
2. Click New conversation, give it a label (e.g. "LOB vendor support") and add the recipients. The requester is not included.
3. Type your message in the conversation's box and Send — it is emailed to the participants from your connected mailbox.

Replies from the participants thread back into the same conversation automatically.

Visibility

• Third-party threads are marked with a purple accent and a Third party badge.
• The requester and the client portal never see them — same rule as internal notes.
• They never trigger requester notifications or ticket rules, and a vendor reply never reopens a ticket that is waiting on the customer.

Requirements

Outbound conversation email sends through your connected Microsoft 365 mailbox (Settings → Email → Mailboxes). Without a connected mailbox the message is saved on the ticket but delivery is marked failed.