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Question

Adding CC on forward btn

  • Oct 19, 2023 11:07 AM UTC
  • 4 replies
  • 189 views
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
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  • eeha0120Top Contributor ⭐
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  • Oct 19, 2023 2:43 PM UTC

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
Skilled Expert
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  • manovades
  • Author
  • Skilled Expert
  • Oct 19, 2023 2:46 PM UTC

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
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  • eeha0120Top Contributor ⭐
  • Top Contributor ⭐
  • Oct 19, 2023 6:36 PM UTC

But did you get any response from support?

Elvis Henriquez
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  • manovades
  • Author
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  • Oct 23, 2023 5:55 AM UTC

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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