Best Practices for Forwarding Emails


  • Brett Bowser
    Zendesk Community Team

    Hi Nathan,

    In what scenario would you need to forward a ticket/email to another user? Are you only forwarding to other agents on the account or end-users as well?

    I recently wrote up a Community Tip on how to use targets to "forward emails" to an external email address and have their response thread to an existing ticket.

    Allow email target responses to thread into existing ticket

    This may not address your exact need but hopefully it helps in some way.

    I'll also get this post added to our Community Roundup for May to help provide visibility to others users who may be able to offer up some advice.



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