How to communicate with a third party from a Freshdesk ticket without involving the customer?
Modified on: Fri, 14 Jul, 2017 at 6:49 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
If you are looking to initiating a private conversation with a third party vendor who isn't a part of your Freshdesk Account, you could use the Forward option on the Ticket details page.
Please navigate to the Tickets tab -> click on the ticket on which you would want to perform this action -> and click on "forward" next to the reply option.
This sends the entire thread or individual reply (depending on which Forward is used) to the third party and it would not be visible to the customer. A reply to this email will be added as a private note to the ticket, which would also not be visible to the customer.
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