Deirdre Beach

We are able to make this "fix" work, but the fact that the email being forwarded is held in "suspended" tickets until myself or one of my team leaders moves it forward limits it's usefulness. The agent is normally forwarding the email so that they can respond to the end-user via the zendesk ticket. They can't forward the email, wait until someone checks and forwards Suspended tickets, then respond.

I am really disappointed that this isn't already a feature, it seems like a given requirement. It shouldn't matter if the email domain is being used as your Zendesk support. There needs to be a command that allows agents to easily forward email to existing tickets. Not having this is a major flaw in the system. It's causing a lot of frustration and wasted time for our agents.