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Forward to kbase not working

  • October 24, 2012
  • 9 replies
  • 75 views
E
Contributor

When I "Forward" a ticket to the Solutions folder, it does not work. However, if I "Reply" and add the the kbase address as a CC, then it does show up in the drafts folder. Why does "forward" not work?

Here is what does not work:

1) In a ticket, click on "Forward"

2) Enter kbase@mycompany.freshdesk.com in the "To" field

3) Click on the "Forward" button below the message.

Here is what does work:

1) In a ticket, click on "Reply"

2) Click on "Add Cc"

3) Enter kbase@mycomany.freshdesk.com in the "Cc" field

4) Click "Send" button below the message

I need the forwarding to work also.

    This topic has been closed for replies.

    9 replies

    E
    Contributor
    • escallin
    • Author
    • Contributor
    • October 24, 2012
    So to me, this is a bug, not a feature request.  I have already opened a ticket on this and received a reply but I wanted to make it public in the forum.

    As usual, the answer is "not available right now, but will be in future updates".  Man, getting tired of hearing that....
    V
    Contributor
    • vijay.shankar
    • Contributor
    • October 26, 2012
    Hi Eric

    I understand the frustration, but we've build the Email to Kbase function only for CC or BCC and not for FORWARDING mechanism. Forwarding in Freshdesk was recently introduced - 2-3 months back and hence we didn't implement this option yet.

    I cannot promise an ETA but will raise it with the dev team for implementation

    Most of the features are run through the team and only based on Customer votes, we take up the features. I am sorry if some of the features that you raised are not in our immediate priority list but we will address them one by one

    regards
    Vijay
    S
    Contributor
    • selleckj
    • Contributor
    • October 27, 2012
    It would be great to allow forward so we can send in articles from outside freshdesk
    S
    Contributor
    • stefan.letko
    • Contributor
    • June 16, 2014

    Hi,


    Is there any news or update on this feature. 

    The forwarding to kbase is still not working and it would be a great feature. 

    We have lot of customer reading about kbase feature on your web site with the promise that the forward and CC is possible and once they try, only CC is working. 

    If there is nothing under the hood now, please could you at least update your article to clarify how this feature is working.


    Thank you for your feedback.


    Stefan



    V
    Contributor

    Hi Stefan

    No, we've not taken this up and only REPLY or COMPOSE will send the Content to Solutions


    regards
    Vijay

    S
    Contributor
    • stefan.letko
    • Contributor
    • June 21, 2014

    Hi Vijay, 


    Thank you for your message. Ok for the REPLY. This is working.


    Question: 

    When you write 'COMPOSE' you mean when an agent creates a new ticket? Otherwise I do not see such button in Freshdesk.


    Suggestion:

    Also, my comment was more about the wording in the solution article Capture existing knowledge from email which explains that it is possible to "Just forward a copy of your email to your Freshdesk Knowledge Base and your new solution is ready as a draft for you to review and post." This is quite confusing from communication point of view for readers as only the BCC field is working. 


    Sincerely, 


    Stefan

    M
    Contributor
    • matthew_11976
    • Contributor
    • September 1, 2014

    This remains an issue. Please add the ability to FORWARD existing emails to the knowledge base.

    S
    Contributor

    Hello Matt,


    I've recently tested this feature out and I'm able to see that its working fine now. Can you please confirm things are working in your account as well?


    Thanks,

    Sudha

    S
    Contributor
    • stefan.letko
    • Contributor
    • August 5, 2016

    It's working !!! Thumbs up !!!


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