Issue symptoms
I am unable to forward a message from a customer in a ticket created within Zendesk.
Resolution steps
The Forward via email option forwards the first message from an end user to an internal or external user in a side conversation. However, the feature is not available in the following channels:
- API (API Web Services)
- Social messaging channels
- Web widget
- Closed ticket
- Messaging
Insert conversations from these channels into a side conversation using Insert ticket comments.
For more information, see the article: Adding ticket comments to a side conversation.