Sometimes you might need to involve a third-party vendor or someone from outside your team on a ticket. Freshdesk lets you forward tickets to any email address right from within the ticket. Please note, however, that any subsequent replies from the recipient will be added as a private note in the ticket. You can further respond to these replies from third parties and continue the conversation in the ticket thread.


A quick guide to forwarding a ticket

  • Click on the Forward button within the ticket. 

  • Enter the recipient's email address.

  • Type in any additional message if required and do the necessary formatting. 

  • Attach a file if required by hitting the Choose File button. A dialog box pops up which lets you browse through and choose the file. Click on Open after selecting the appropriate file. You can also save time if there are a number of attachments by hovering over the attachments in the previous reply, and click on Add to response to add the attachments to the reply that you are forwarding.
  • Hit Forward once you are done to send the message.

  • Click Cancel to go back.


Note: The Forward button would only forward the description of the ticket.


Sometimes you might need to involve a third party vendor or someone from outside your team on a ticket. Freshdesk lets you forward tickets to any email address right from within the ticket. Please note, however, that any subsequent replies from the recipient gets added as a private note in the ticket. You can further respond to these replies from third parties and continue the conversation in the ticket thread.



A quick guide to forwarding a ticket

  • Click on Forward within the ticket. 

  • Enter the 'To' email address.

  • Type in any additional message if required and do the necessary formatting. 

  • Attach a file if required by hitting the Choose File button. A dialog box pops up which lets you browse through and choose the file. Click on Open after selecting the appropriate file.  You can also save time if there are a number of attachments by hovering over the attachments in the previous reply, and click on Add to response to add the attachments to the reply that you are forwarding.

  • Hit Forward once you are done to send the message.

  • Click Cancel to go back.


Note: The Forward button would only forward the description of the ticket.