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. Any subsequent replies from the recipient gets added as a private note in the ticket.
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.
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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
- Hit Forward once you are done to send the message or click Cancel to go back.
Please select attachment for an image walk through below:
