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Question

Adding CC on forward btn

  • October 19, 2023
  • 4 replies
  • 96 views
M
Skilled Expert
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Is there a way I can autofill the CC mail when a user click on the forward btn?
I found it can be done through workflow action, but it works only when you click the reply btn?

I resolve, therefore I am!

4 replies

eeha0120
Top Contributor ⭐
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  • eeha0120Top Contributor ⭐
  • Top Contributor ⭐
  • October 19, 2023

Hi.

Interesting finding.

I’d report this as a bug to support.

Odd part is that the workflows does trigger on the Forward, and it supposedly adds the CC, but neither email is sent nor CC is added when composing.

 

Regards,

Elvis Henriquez
M
Skilled Expert
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  • manovades
  • Author
  • Skilled Expert
  • October 19, 2023

Well, yes, that is the behavior I want. It seems that it works only on reply for now. I couldnt find any workaround.

I resolve, therefore I am!
eeha0120
Top Contributor ⭐
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  • eeha0120Top Contributor ⭐
  • Top Contributor ⭐
  • October 19, 2023

But did you get any response from support?

Elvis Henriquez
M
Skilled Expert
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  • manovades
  • Author
  • Skilled Expert
  • October 23, 2023

I received this app as an answer. 
https://www.freshworks.com/apps/freshservice/retain_cc_in_ticket_replies/

As I saw, it still works only for the reply btn, and no affect on the forward?

I resolve, therefore I am!
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