Best Practices for Forwarding Emails
Since Zendesk does not support a native forwarding feature, I'm reaching out to the community to ask what you all do to get around this.
I've seen everything from changing the requester to reassigning the ticket and making yourself the requester. The second one applies more for when I need to forward something to another agent.
What do you all do?
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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.
Cheers!
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