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Forwarding Emails to an external email
Posted Jun 01, 2018
Why do you not have the basic functionality of being able to forward tickets from Zendesk to external (non agent) emails?
The workaround using triggers and targets is frankly ridiculous and does not work as you then have to merge the response which comes in as a new ticket into the existing ticket which means the customer sees the entire ticket stream.
This is basic functionality that should be provided.
I note I'm not the first of your customers to request this - why have you not taken note of your customer's comments. To require us to purchase an app at significant cost to allow us to forward emails is not great customer service.
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34 comments
Emmanuel Buamah
It is 2023 and this request was made back in 2018 yet no update. My team needed this feature badly. This feature works on freshdesk very well.
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Julian Taborda
I can't believe the negligence of Zendesk regarding certain things. Here we have yet another simple feature that would help a lot of costumers, that has been requested numerous times for over 5 years and yet no action has been taken, not even a reply on updates-. So expensive as your product is and given the fact that your product is about customer support and satisfaction, I would expect much more from you.
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Service
I'm beginning to think that a simple forward email function will never happen at this rate. It's been 6 years!
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heyitsbryanm
I am currently working around it by adding everyone in the org as a light user and then adding them as a follower.
It works ok, but it can suck if you work cross-team with a bunch of orgs who don't use Zendesk.
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