Forwarding Messages Without 'Forward via email' in Zendesk
How can I forward a message from a Zendesk ticket if the 'Forward via email' feature is missing?
If the 'Forward via email' feature is missing, you can still forward messages by using the 'Insert ticket comments' option. This method allows you to add the conversation to a side conversation, which can then be shared with internal or external users.
This workaround is particularly useful for channels where the forward feature is not available, such as API, social messaging, and closed tickets. By using side conversations, you ensure that important information is communicated effectively.
More related questions
Why is the 'Forward via email' feature missing in my Zendesk ticket?
The 'Forward via email' feature might be missing because it's not available in certain channels. Specifically, this feature is unavailable for tickets created through API, social messaging channels, the web widget, closed tickets, and messaging. If…
In which channels is the 'Forward via email' feature unavailable in Zendesk?
The 'Forward via email' feature is unavailable in several channels within Zendesk. These include API (API Web Services), social messaging channels, the web widget, closed tickets, and messaging. If you need to forward a message from these channels,…
What is the alternative to 'Forward via email' in Zendesk for certain channels?
The alternative to 'Forward via email' in Zendesk for certain channels is using the 'Insert ticket comments' feature. This allows you to add the conversation to a side conversation, which can be shared with others. This method is particularly…
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