On the first message that created the ticket you have the options of Edit and Forward. Editing the ticket will not update the sent message, only the message that is inside Freshdesk (visible for agent or for Contacts who has access to the portal) Forwarding a message will create a secondary mailchain on the same ticket number, therefore you can forward a communication to (eg.) Warehouse or CSS to request actions to be taken, These messages will not be visible to the original requestor unless they are on the emails. You can have multiple forwarded - separated - conversation under one ticket if necesarry.
Incoming messages can be splitted down from the original ticket. This will create a new ticket with that message and any further conversation on that email will be linked to this new ticket.
On your reply forward and delete Deleting a reply will not recall the message! Never use!
On forwarded emails you will have the option to reply to them or split them. When replying to a forwarded message you are to click on the reply button in the top right corner of the message. Othervise with the reply buttons on the page top/bottom you will respond to the main thread of the ticket that was raised.
Forwarding a message will create a thread within the ticket colored orange. Clicking forward on the top of the screen will forward the first email that created the ticket, clicking forward on either of the other messages will forward that specific message and its history it has. You can remove the message history / quote by clicking the (...) X at the bottom of the message.