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

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53 Comments

  • Matic Pipan
    Comment actions Permalink

    @Stven Kelly ....if the body of the FW mail is still an issue, use these two placeholders to add mail sender and mail body in your outgoing mail from zendesk.

    {{ticket.requester.email}} <-- requester mail
    {{ticket.description}} <-- ticket body that is forwarded in the mail.

     

    Cheers,

    -M

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

    1
  • 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. 

    0
  • 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
  • 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
  • Angela McMorrow
    Comment actions Permalink

    Good find Tim!

     

    Maybe try this one that's been around for a couple of years too:

    https://support.zendesk.com/hc/en-us/community/posts/210554367-Forwarding-email-to-external

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  • Robert Koch
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    Thanks TIm! You should be a community moderator! 

    0
  • 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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  • 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
  • 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
  • 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
  • John
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    Product feedback is just a trash can it appears. I've seen dozens of pretty basic feature requests that sit in there for years and are ignored. I've been underwhelmed by the functionality in Zendesk and even moreso at their product development roadmap.

    The sales team is great, but it's clear to me that Zendesk is now in the cash cow phase and isdone innovating. I'd suggest looking at Kustomer for where the future is heading...

    -1
  • Emily Baird
    Comment actions Permalink

    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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  • Brett - Community Manager
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    Hi Emily,

    Have you had a chance to look into the new Side Conversations feature I've linked for you?

    This feature will allow for you to select which comments you'd like to include when forwarding the message to a 3rd party. However, this feature is only available as an add-on on the Professional and Enterprise plans.

    Have you also looked into setting up an email target as mentioned in Option 1? If you're looking to just include the requesters email address you can add the ticket.submitter.email to your trigger you've created.

    I also wrote a community tip on how to allow email target responses to thread to an existing ticket which may interest you. Keep in mind that when this 3rd party users replies back, their response will be added as an internal note since they're not CC'd to the ticket.

    I hope at least one of the steps above is helpful to you!

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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?

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  • Brett - Community Manager
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    Hi Emily,

    The side-conversation comes from the support address associated with the ticket (eg support@subdomain.com) and the name will respect the personalized replies.

    Let me know if you have any other questions!

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  • 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!

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  • Brett - Community Manager
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    Hey Josie,

    This should be possible through the use of email targets and placeholders

    I would recommend taking a look at the following support tip that goes over how to set this up: Notifying External Email Addresses

    I hope this helps!

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  • Jordan Brown
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    This change clearly isn't going to happen despite the noise being made in many threads. I'll unfollow this topic.

    0
  • Nicole - Community Manager
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    Hi Jordan - I can't speak to the product team's plans, however the comment threads on knowledge base articles are not where we currently collect or provide updates on product feedback, so it would make sense to unfollow this article if that's the information you're looking for.

    Product managers follow the product feedback topics in the community, and regularly provide updates on new developments there.

    -1
  • Elyssa Kolber
    Comment actions Permalink

    Hi Nicol-

    As a community manager, can you please have this escalated to the correct department internally and provide a response from the Product management team?  Creating bizarre target rules, changing the requester, or downloading expensive apps are obviously not acceptable.  Having a forward button should be native, as it is for all other email providers.  

    2

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