How do I forward tickets to a non-Support user? Follow

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4 comments

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    Eckhard Doll

    Hi, this is very helpful, thank you! I have a question on Option 2. Maybe I am missing the obvious here but what is the easiest way to switch back to the original requester once the reply from the outside source has been received? Do I have to copy the original email address into the internal note field?

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    Marcio

    Hey guys, as an agent, I couldn't find the CC field in the Ticket. Check below :(

  • Avatar
    Jessie Schutz

    Hi Marcio!

     

    The Admins in your Zendesk can choose whether or not to allow CCs on tickets. Based on your screenshot, it looks like the "Enable CCs on tickets" functionality has been turned off. If that's something you need, your Admins can re-enable it!

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    Sebastiaan Wijchers

    Option 2 and 3 will cause all kind of communication ending up at the wrong places. I wouldn't advise using those.

    I think forwarding a ticket to an external address should be native functionality.

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