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.
Forwarded
messages will be 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.
Note: Forwarding
a ticket creates a new child ticket, therefore will count as one
of a part-time
agent's monthly
10-reply allowance.
Forwarding a
ticket
When viewing an
existing ticket,
select
the Forward tab
at the top of the editor
which
allows you to forward the
ticket
to a third party email
address.
Use
the To field
to type out the
relevant recipient
email
address.
- Desk will
automatically make
suggestions for
any
matching existing
customers on your
site
as you type.
- Use the Cc and Bcc
options on the
right
to add additional
addresses.

You can also enter a custom
subject line. By default, it will
inherit the parent ticket's ticket
number and subject.
In the body area of
the Forward editor,
the
previous replies of the original
ticket will be 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.
To add a new reply to the
forwarded thread, type your
message
above the Forwarded
message line.

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.

Once you have
prepared your
forwarded
message, click
the Send
Message button
at the bottom of the
editor.
The forwarded
conversation will be
created
as a child ticket of
the
original parent
ticket.
Viewing forwarded
tickets
When you
forward
an existing
ticket, the
forwarded message
will be created as
a new separate
child
ticket.
In
any
inbox
or
tickets
list
view,
child
tickets
(forwarded
conversations)
will
be
indicated
with
a
blue
forwarding
arrow
beside
the
subject.

The Messages tab
of the
original
ticket will
include an
activity
reference
to a forward
being
created. You
can
click the
ticket
number to view
the
child
ticket.

An
additional Forwards tab
will also
become
visible on the
original
ticket
which will
display
any existing
forwards
created
from the
original.
Clicking a
ticket
will open a
quick
preview panel
on
the
right.

The Forwards tab
will only show
child tickets
(forwarded
tickets) that
are
associated
with
inboxes you
have
permission to
access.

When
viewing a
child
ticket, you
will
see a Forwarded
conversation label
at the top of
the
ticket view.
Hovering over
this
label will
show
you a
clickable
ticket ID for
the
associated
parent
ticket.

You cannot forward an already
forwarded conversation (child ticket).
While viewing the ticket,
the Forward tab will
be
locked.

When a third-party recipient
replies to a child ticket (forwarded
conversation), their response will be
added as a regular reply on the child
tickets.
Deleting original
tickets
Forwarded conversations (child
tickets) will remain in the Forwards tab of the original
ticket
as long as the
original ticket exists on your
site.
If the original parent ticket is
deleted, you will be 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
will 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.
- Note: This
advanced security feature
is
available on Premium and
Enterprise
subscriptions.
- Attachments from previous
messages in a ticket will be
included by default when
forwarding.
- The files will be listed
at the bottom of the
forward thread and you can
use the x to the right of
each file to exclude
them.

- These files
will be available for
download by
anyone with the link and
expire
after 30 days.
- Note: Total email
size limit is 25MB
including any attached
files.
For more information, see: Creating a
New
Ticket or
Message