1. Why in your business you need to be able to do this:

Customer support is the main method of receiving feedback on technology, services and marketing materials put out by out company. If a technical aspect of our product is not working we need to be able to forward this issue to our tech team. If we receive a marketing proposal from an external company reaches us we need to be able to forward this to our acquisitions department. If we receive a request from outside of our company that needs to be filtered towards a non-support staff member then we need to be able to do this via Zendesk.

2. How frequently it comes up:

This is a daily occurrence.

3. What the scope of the impact is on your company:

It slows down ticket resolution times and inhibits us from creating a better escalation process. Time is wasted trying to do workarounds that could have been used on more pressing issues.

I think email forwarding is a very basic feature for a helpdesk software to have. I recognise that product development roadmaps take a huge amount of time to finalise but I wonder is there anywhere for us customers to keep up to date with what is currently being worked on and what is being finalised?