Missing 'Forward via email' in Zendesk Ticket
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 you're trying to forward a message from one of these channels, you can instead insert the conversation into a side conversation using the 'Insert ticket comments' option. This allows you to share the necessary information internally or externally without using the forward feature. For more details, you can refer to theoriginal article.
More related questions
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,…
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…
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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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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