It is not uncommon for our support team to receive emails that are meant for the finance team or sales which creates a ticket that support will never solve. These emails need to be forwarded to the correct department and deleted from the system as the stats they record are not relevant to support.
We were able to this in our previous system but since we began using Zendesk we have lost this functionality and only have hacky workarounds (https://support.zendesk.com/hc/en-us/articles/223468408-How-do-I-forward-tickets-to-a-non-Support-user-) that do not result in the desired behaviour.
All I want is for the system to be able to forward the email in its original state. Then delete the ticket as per the normal workflow.
You can view the email in its original format. All it needs is a button to forward from there.
Please sign in to leave a comment.