Question

Do we need to add the original email to the ticket or leaving the comment is enough?

1) Yes, we need to add the original email to the ticket
2) No, leaving the comment is enough

Answer 1

It is generally best to include the original email in a support ticket for context and clarity, but leaving a comment might suffice depending on the organization's procedures.

Step-by-step explanation:

Whether you need to add the original email to a ticket or if leaving a comment is sufficient depends on the specific procedures of the organization or the customer support platform you are using. Usually, attaching the original email can be very helpful as it provides a direct reference to the issue at hand and ensures that anyone reviewing the ticket has all the necessary context. However, if the system has been designed so that leaving a comment summarizes the content of the original email adequately, it might suffice. For clarity and to ensure the customer support team has full visibility, it is typically best to include the original email. This improves communication and efficiency when dealing with customer inquiries and enhances the chances of resolving issues more effectively.