Sometimes you might need to involve a third-party vendor or someone from outside your team on a ticket. Freshservice lets you forward conversations to any email address right from within the ticket. This way, you can have any of your vendors or third party contacts as a part of the conversation easily.
A quick guide to forwarding a ticket:
- Open up any ticket from the Tickets tab
- Click on Forward under the Details tab
- Enter the Forward to email address
- Type in any additional message if required and do the necessary formatting
- Attach a file if required by hitting the Attach a file button
- You can also include Canned Responses and Solution Articles by clicking on the corresponding icons. For more information about canned responses click here
- A dialog box pops up which lets you browse through and choose the file
- Click on Open after selecting the appropriate file
- Hit Forward once you are done sending the message
- Click Cancel to go back
Now, the ticket will be forwarded to the recipient from your support email address along with the ticket description and the forwarding notes.
Note: Once you have forwarded the tickets, any subsequent replies from recipients get added as a private note to the ticket.
