Forwarding tickets to a third party

Sometimes you might need to involve a third-party vendor or someone from outside your team on a ticket. Freshdesk lets you forward tickets to any email address right from within the ticket. Please note, however, that any subsequent replies from the recipient will be added as a private note in the ticket. You can further respond to these replies from third parties and continue the conversation in the ticket thread.

A quick guide to forwarding a ticket

• Click on the Forward button within the ticket. 

• Enter the recipient's email address.

• Type in any additional message if required and do the necessary formatting. 

• Attach a file if required by hitting the Choose File button. A dialog box pops up which lets you browse through and choose the file. Click on Open after selecting the appropriate file. You can also save time if there are a number of attachments by hovering over the attachments in the previous reply, and click on Add to response (if you are on the Blossom plan or above) to add the attachments to the reply that you are forwarding.

• Hit Forward once you are done to send the message.

• Click Cancel to go back.

Note: The Forward button would only forward the last four interactions in the ticket. You can also forward an individual reply from the ticket. 

Sometimes you might need to involve a third party vendor or someone from outside your team on a ticket. Freshdesk lets you forward tickets to any email address right from within the ticket. Please note, however, that any subsequent replies from the recipient gets added as a private note in the ticket. You can further respond to these replies from third parties and continue the conversation in the ticket thread.

A quick guide to forwarding a ticket

• Click on Forward within the ticket. 

• Enter the 'To' email address.

• Type in any additional message if required and do the necessary formatting. 

• Attach a file if required by hitting the Choose File button. A dialog box pops up which lets you browse through and choose the file. Click on Open after selecting the appropriate file.  You can also save time if there are a number of attachments by hovering over the attachments in the previous reply, and click on Add to response to add the attachments to the reply that you are forwarding.

• Hit Forward once you are done to send the message.

• Click Cancel to go back.

Note: The Forward button would only forward the description of the ticket.