Forward ticket

What does forwarding a ticket mean?

Forwarding a ticket means you start a new ticket, while copying information from an existing ticket.

When do you forward tickets?

Forwarding is used when you want to discuss a ticket with people that are not supposed to be part of the discussion with the customer, such as with 3rd party partners and suppliers.

The forward feature solves such situations, and basically works very much like email forwarding in standard email clients.

How does it work?

Forwarding supports two modes:

1. Forward the entire ticket.
2. Forward a specific message.

In both cases, a new ticket is created. The ticket is sent by email which contains all the relevant details, including public replies, images, links and attachments. Internal notes are not included in the email.

Forward entire ticket

Forwarding requires that you will have the Accounts & Contacts access right.

To forward a ticket:

1. Open the ticket.
2. Press f on the keyboard, or click the More on the top toolbar and choose Forward.
   
3. In the To-recipient, type the email address or contact of the person you want to forward this ticket to.
4. Click Cc on the right to add more recipients: start typing the email address and choose a contact from the popup list. You can also type a new email address you have never used, automatically creating a new contact.
5. Click Account to associate the ticket with a specific customer Account. Note that if you selected a To-recipient contact that is linked to an Account, Replypad automatically links the ticket to this Account. Otherwise, you can select an Account from the list, or leave the Account empty.
6. You may edit the subject if you want to change it.
7. Type the email text in the description.
8. Click Forward to send.
9. The message sent will include all public replies, images, links and attachments. Internal notes are not included in the email.

You should now see a new internal note and a text at the top of the original ticket, pointing to the new forwarded ticket. The forwarded ticket will have a link to the original ticket.

Forward a specific Message

Forwarding requires that you will have the Accounts & Contacts access right.

To forward a specific message:

1. Open the ticket.
2. Select the message you want to forward.
3. Click the arrow next to the name of the person who sent the message to open more options.
   
4. Click Forward on the right.
5. In the To-recipient, type the email address or contact of the person you want to forward this ticket to.
6. Click Cc on the right to add more recipients: start typing the email address and choose a contact from the popup list. You can also type a new email address you have never used, automatically creating a new contact.
7. Click Account to associate the ticket with a specific customer Account. Note that if you selected a To-recipient contact that is linked to an Account, Replypad automatically links the ticket to this Account. Otherwise, you can select an Account from the list, or leave the Account empty.
8. You may edit the subject if you want to change it.
9. Type the email text in the description.
10. Click Forward to send.
11. The message sent will include only the selected public reply, together with images, links and attachments if exist.

You should now see a new internal note in the original ticket, pointing to the new message that was forwarded and to the new ticket. The forwarded ticket will have a link to the original message.

Things you should know when forwarding

Forwarding creates a new ticket and both tickets link to each other. A new internal note is posted automatically under the source ticket. This internal note documents the forward action and links to the newly created ticket.

Customers do not get notified about forwarded tickets nor can they access the brand new ticket, unless they are one of the recipients of the forwarded message.

The new forwarded ticket is sent to the recipients you specify while forwarding the ticket. The customer linked to the original ticket is not informed about the forwarded ticket.

Can I edit the Subject?

Yes, you can edit the subject while forwarding.