I checked this in the User's Guide but I cannot find it. Furthemore the guides listed in the page http://www.manageengine.com/products/support-center/documents.html seems related to SC+ 7.0 while I'm using the new 7.5.

The "View all conversations" shows only the "From:" field. Is it possible to see also the "To:" field(s)?

Can I forward something received by my back-office support reps (I wrote them with the FW button) to the Contact?

I see I can anwer to contact and have the related conversations listed separately.

But if I FW to an email+attachment from back-office to the Contact (by explicitly putting the Contacts email in the To:  field), I cannot see this as an answer but I see it only in the "View all conversations" group.

Do I have first to save the text+attachment from the back-office into my hard disk and then use the [answer] button to send the saved text+attachment to the Contact?

Many thanks in advance for your answer.