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Hi,

 

This is what I am trying to do. Sometimes, some tickets we receive are for another service who doesn’t need to use Freshdesk. I would like to be able to :

  • close the tickets (actually, use a « forwarded » status I created)
  • change the group (so that the other service can have a notification in their Slack canal)
  • forward the ticket to their generic mail address

With the scenario feature, I was able to change the status and the group but I don’t find how I can transfer the email automatically. Is this possible ? Should I use another functionnality ?

Hi @JulianeB,

 

For your requirements, you can make use of Automation, Ticket creation or Ticket update rule (Admin > Automation). For example: Let’s say based on the subject/description of the ticket, you identify it should be handled by another service. In this case, you can set up the ticket creation automation rule as in the screenshot below. You can also tweak the rule conditions based on your requirements.

 

Sample Automation 

 

Cheers,

Freshdesk Community Team

Great ! This is exactly what I needed !

Thank you !

Anytime, Juliane! :)

Will it also send attachment?

Hi @abelanger,

I am afraid you cannot include attachments, but you can include the attachments encapsulated on links and as an inline image, from the Description, while creating the automation, please find attached -

Please let me know, if you have any further concerns and I will be happy to help.

Cheers!

I don't seem to have the forward option. Has this to do with my righs? Or do I need to activate something first?

 

Update: I found it but with it was called “Create a new Thread” there you have the option to forward the mail.

 

Cheers

​@JeroenvdSchalie, did you have any success with this? I am unsure of where to find this in Automations. I’ve followed this path: 

Admin > Automation & Productivity > Automations > Workflow Automator. Clicked on New Workflow > Event Based Workflow 

but my view looks completely different from what’s mentioned above. I also do not see “Create a New Thread”. Can you share the path you followed to get there?

​@JeroenvdSchalie, did you have any success with this? I am unsure of where to find this in Automations. I’ve followed this path: 

Admin > Automation & Productivity > Automations > Workflow Automator. Clicked on New Workflow > Event Based Workflow 

but my view looks completely different from what’s mentioned above. I also do not see “Create a New Thread”. Can you share the path you followed to get there?

I am not an expert. But first of all do you have full acces to everything. Cause at first I hadn't. But I used the same path you described and it appeared within the action part. It is just below Push to outlook (Mine is in Dutch, so don't know what it looks like in english). Hope it helps.

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