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

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50 Comments

  • Jessie Schutz

    Hi Darren!

    Tickets can only be assigned to Agents, and a ticket must be assigned to someone before it can be solved. 

    Can you tell me more about your workflow? That will help me figure out how to make it work.

    0
  • Matic Pipan

    @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

    0
  • Angela McMorrow

    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

    +1 to this.

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

    2
  • Robert Koch

    shocked this isn't really possible... 

    1
  • Nicole - Community Manager

    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

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

    2
  • Nicole - Community Manager

    Then people should add their voices and votes to the existing threads. Thanks!

    -2
  • Tim

    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

    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

    0
  • Robert Koch

    Thanks TIm! You should be a community moderator! 

    0
  • Anton Mintsev

    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

    0
  • Bianca Holanda

    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

    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

    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

    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

    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.

    0
  • Brett - Community Manager

    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!

    0
  • Emily Baird

    @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
  • Brett - Community Manager

    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!

    0

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