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

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6 Comments

  • Josh Lawley

    This is probably the biggest oversight by Zendesk. Not being able to forward emails to coworkers that do not work in the Zendesk platform is very time consuming. 

    For example I have to snip the Zendesk customers inquiry and forward it to other coworkers that are still utilizing outlook in their day-to-day operations from my Outlook account. 

    The suggestions above are kind of worthless. Not one of my coworkers outside of Zendesk want to receive Zendesk survey's because I have changed them to the requester, or put them in a CC status. They do not want to see any of the other Triggers that have been put in place in Zendesk either. 

    Common Zendesk. Do better!!

    1
  • Dave Dyson
    Zendesk Community Manager

    Hi Josh, are email side conversations something that could work for your use case? Using side conversations in tickets

    Granted, there are some limitations to that feature (as explained in the above article), but at least you wouldn't have to leave Zendesk in order to send the email (or make your recipient the Requester or a CC).

    -1
  • Darren Taylor

    Isn’t side conversations a paid for addon though?

    0
  • Dave Dyson
    Zendesk Community Manager

    HI Darren,

    Side Conversations are available in the Suite Professional and above plans, and as a Legacy Add-on for Support plans:

    -2
  • Aran Liu

    This is just terrible... cc is such a basic feature. Zendesk is supposed to make our team work faster, but we only have seven agents, and assigning one agent dealing with this every day? Really?

    1
  • Edwin Schukking

    Since forwarding tickets to an external email address might share personal information (in the sense of data privacy, e.g. mentioned in GDPR) in an insecure manner, we are careful how to share ticket information beyond Zendesk.

    Being able to forward the data from one or multiple Zendesk tickets to an external email address would IMHO increase the risk of sharing personal information in an insecure manner.

    Currently, we either export the ticket as a PDF (or use the API to export multiple tickets as JSON) or create a new light agent account, so a non-agent can leave an internal note in the ticket(s). Because for us, even the Side Conversation is a risk, since you can embed the ticket content in the email message created and on top of that it will reveal the name of the end-user. 

    0

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