Within Teamwork Desk, you can use
ticket
forwarding to connect your third party
vendors into a ticket without giving
them
direct contact with your
customers.
Before you
start
Forwarded
messages are created
as child tickets of the
original parent ticket.
Child tickets can
be:
- Assigned to a
different
recipient
(customer) than
the
original.
- Associated with a
different inbox
than
the
original.
- Assigned to a
different agent
than
the
original.
📝 Forwarding
a ticket creates a new child
ticket, therefore count
as one
of a part-time
agent's monthly
10-reply allowance.
Forward
a
ticket
- Select Tickets from
Teamwork Desk's main
navigation menu.
- Navigate to the relevant
inbox.
- Click a ticket to open
it.
- Select
the Forward tab
at the top of the editor. Forwarding allows you
to forward the
ticket
to a third party email
address.
- Type out the forward
recipient's email
address in
the To field.
- Teamwork Desk automatically suggests addresses for any matching existing customers on your site as you type.💡 Use the Cc and Bcc options on the field's right to add additional addresses.
- Enter a custom subject line. By default, it inherits the parent ticket's ticket number and subject.
- Type a custom message above the Forwarded message line. The original ticket's previous replies are included and can be edited or removed as needed.
- You can also uncheck the Include ticket history option at the bottom of the editor to exclude the entire history from the forwarded message.
- For inboxes that have an email signature enabled, the signature will be included by default when forwarding a ticket. You can view the signature using the three dots at the bottom of the editor to expand the hidden content.
- Click Send Message.
The forwarded
conversation is created
as a child ticket of
the
original parent
ticket.
💡
The undo
send feature
(available on Pro
subscriptions and above)
gives agents an option to
cancel the forwarded message
after
sending.
View
forwarded
tickets
When you
forward
an existing
ticket, the
forwarded message is
created as
a new separate
child
ticket.
In
any
inbox
or
tickets
list
view,
child
tickets
(forwarded
conversations)
are
indicated
with
a
blue
forwarding
arrow
beside
the
subject.
In the original
ticket:
- The Messages tab includes an activity reference for the forward's creation. You can click the ticket number to view the child ticket.
- An additional Forwards tab displays any existing forwards created from that ticket. Clicking a forwarded message opens it in a quick preview panel.
- The Forwards tab
only shows
child
tickets
(forwarded
tickets)
that
are
associated
with
inboxes
you
have
permission
to
access.
Child ticket (forwarded
message):
- When viewing a child ticket, a Forwarded conversation label is displayed at the top of the ticket view. Hovering over this label shows a clickable ticket ID linking the associated parent ticket.
- You cannot forward an already forwarded conversation (child ticket). While viewing the ticket, the Forward tab is locked.
- When a third-party recipient
replies to a child ticket
(forwarded
conversation), their response is
added as a regular reply on the
child
ticket.
Delete original
tickets
Forwarded conversations (child
tickets) remain in the original
ticket's Forwards tab
as long as the
original ticket exists on your
site.
If the original parent ticket is
deleted, you are alerted before
confirming
deletion that the ticket has child tickets
associated with it.
Once a parent ticket is deleted, the
relationship with any child tickets is
removed. The child tickets are not deleted
and remain on your site.
Forwarding
exceptions
- Tickets
cannot be
forwarded to
email
addresses that
are
already being
used
as inbox
addresses
in your Desk
site
as this would
create a
duplicate
of the ticket
in
multiple
inboxes. It
is also not
possible to
forward
tickets to
addresses that
are
already being
used
as a Desk
alias.
- As
an alternative, you may
consider moving
the
ticket to another
inbox or creating
a
new ticket from an
existing
reply.
- Forwarded conversations (child
tickets) cannot be
forwarded.
- Forwarded conversations (child
tickets) cannot be merged.
- Tickets
cannot be forwarded
from
one inbox to another on the
same
site or another site.
- If the private notifications option is enabled in your Advanced Security settings, forwarding will be disabled for all tickets on your site and the Forward tab will be locked in each ticket.📝 This advanced security feature is available on Premium and Enterprise subscriptions.
- Attachments from previous
messages in a ticket are included
by default when
forwarding.
- Files are listed at the bottom of the forward thread. Use the X on a file's right to exclude it from the forwarded message.
- These files are available for download by anyone with the link and expire after 30 days.📝 Total email size limit is 25MB including any attached files.
For more information, see: Creating
a
New
Ticket or
Message