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

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52 Comments

  • Sebastiaan Wijchers
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    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.

    27
  • Elyssa Kolber
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    I agree with Sebastiaan.  We have been doing option 3, CC'ing in the correct non-zendesk department.  It has been inefficient, grows the number of people on the thread, and makes it unable to include a message that our customer does not see. 

    Forwarding is a standard email feature and needs to be available.

    11
  • Tim
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    As a new Zendesk user, I'm disappointed to find out that forwarding isn't native functionality. I've been using Freshdesk in the past and it allows forwarding. Replies are kept private. See documentation. Please add this behavior to Zendesk.

    7
  • Joshua Bentley
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    Agreeing with Sebastiaan and Elyssa here.

    5
  • Tim
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    I dug through the Product Feedback forum and I think this post from Amanda is where we should cast our votes and comments:

    Ability to Forward tickets to an external email address

    Hope this helps everyone, and helps get this on the development roadmap.

    4
  • Jose Gonzales
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    I definitely would like to see a simple forwarding function added. The above are work-around's. Not true solutions to the problem of lacking functionality.

    Luckily we don't have a huge volume of emails that require forwarding. I'd imagine this is a nightmare for other companies who use ZenDesk and forward often.


    3
  • Tatiana
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    Also agree - we need a way to send requests to non-support users in our organization that the user does not see. 

    3
  • Darren Taylor
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    +1 to this.

    We would also like this feature. I can see your competitor Freshdesk has this functionality.

    2
  • Eckhard Doll
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    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?

    2
  • Angela McMorrow
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    Thanks Nicole! There are already several threads open about this topic. Maybe someone will address one of them there at some stage. 

    2
  • Steven Kelly
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    my issue with this is as follows:

     

    Forwarding to the new NON-Zendesk email is simple, but it does not contain the original content of the original email. 

     

    In other words, if we get an email, in ZD, from somebody saying I am trying to reach Dave in Accounting regarding the invoice...   the content of the email is not there

    ??

     

     

    2
  • Robert Koch
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    I've already used my entire budget on Zendesk, but I can't forward with it!

     

    I guess it is easier to just use Gmail. 

    2
  • Bianca Holanda
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    I also think forwarding a ticket to an external address should be native functionality.

    All those options for forwarding a ticket to a non-Support user in this article are difficult for a daily operation.

    I found an app called "Forwarder" that can do it, but I need to pay extra US$5 per agent per month...Forwarding is a standard email feature and needs to be available... This is not fair.


     
    2
  • Steven Kelly
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    Thanks for the response GM
    Not really looking to add additional cost by purchasing a 3rd party app to transfer emails. I was hoping that Zdesk would offer a simple "one and done" solution, but that does not appear to be the case. Oh well, onwards and upwards.

    2
  • Darren Taylor
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    I too would like to see this added.

    As a work around I found this solution. Takes a little while to setup but seems to work.

    https://support.zendesk.com/hc/en-us/community/posts/210554367/comments/115004878868 

    2
  • Nicole - Community Manager
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    Hey Steven - 

    As an Enterprise customer, your account Admin should have the phone number to call support, if you'd prefer.

    1
  • Angela McMorrow
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    We really need a forwarding feature to be added to Zendesk. Can you please let us know if this feature is being considered for development by your project managers any time soon?

    1
  • Robert Koch
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    shocked this isn't really possible... 

    1
  • Grae Saunders
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    I created a product feedback article for this functionality please vote on the topic if you feel that forwarding functionality should be native.

    https://support.zendesk.com/hc/en-us/community/posts/360004363327-Ability-to-forward-email-to-appropriate-person-so-they-can-be-deleted

    1
  • Nicole - Community Manager
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    Okay, so Triggers are event based, meaning that they can fire based on whatever activity you set. Try these on for size and see if either of them fit your needs: 

    How to email ticket info Automatically to Non-Agents

    Notifying External Email Addresses

    1
  • Josie Conijn
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    Hello, 

    We want to have a web form that gathers specific information from a customer, and then be able to forward this email to a non-Zendesk user. 

    Is there a way to forward the email and add in the custom fields/have these retained so the recipient can see all of these?

     

    Thanks!

    0
  • Nicole - Community Manager
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    Hi all - 

    I encourage you to share your feedback in the Product Feedback topic, which our Product Managers read and use to prioritize development. 

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  • Emily Baird
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    @Brett setting up triggers won't work for us because the nature of the emails we forward externally are varied and not easily anticipated. I'll ask our team to look into upgrading our plan, but it seems like an expensive upgrade for a single add-on.

    Question about the side conversations: does the original requester's contact information come through in the side conversation email, so that non-agent could reply on their own externally from Zendesk?

    0
  • Steven Kelly
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    Jessie, that would imply that there is more than one way to do this command.

    They only way I know of is my changing the original email address to a new address or 

    replying to the original contact and cc'ing the new non-zendesk user. Either way does not work.

     

     

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  • George Mogilevsky
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    Hey Steven!

    You are welcome.

    Actually simply forwarding email is fairly straightforward, there are multiple ways to do that. I have implemented a BCC feature at no additional cost using a custom field, a list of targets and a list of triggers for each. The BCCed person gets an email with ticket content.

    But the discussion here is communicating back and forth between the ticket and the 3rd party without the original requester seeing it. That is a serious feature.

    Best,

    G

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  • Nicole - Community Manager
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    Good question, Joshua. I'm not sure, but I'll see what I can find out for you. 

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  • Nicole - Community Manager
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    Thanks for the feedback, Tim. I've passed it along to the appropriate folks internally.

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  • Emily Baird
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    I tried the Forwarder app as recommended in this thread and others, and while it does let your forward tickets externally, it doesn't include the original requester's contact information. People have been asking for a forwarding function for years. How come it hasn't been implemented? This is a basic email function that's necessary for our customer support team.

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  • Anton Mintsev
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    We've d developed Forwarder app to fill this gap for our customers. You can forward entire ticket including private comments to any external e-mail. Give it a try

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  • Jessie Schutz
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    Hey Steve,

    Well, you've stumped me. Without being able to see the settings in your account I'm afraid there isn't much more I can do to help you here in the Community. I'm going to go ahead and get a ticket opened up so one of our Support Advocates can dig into this for you!

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