Info about the recipient and people in cc are lost when forwarding

  • 2 August 2021
  • 2 replies



Let me explain the problem with an example:

Suppose Freshdesk has an email address as a support channel.
A customer sends an email to this address and takes another person in copy at the same time.
A ticket is created in Freshdesk.  So far everything is ok.
But now the agent has to forward the ticket to a colleague who does not use Freshdesk to clarify a question. The colleague now receives a mail from Freshdesk and only sees the original sender in the mail history, but not the recipient and also not the person in copy. This information is removed.

Is there an option to turn this off?



Best answer by Keer 4 August 2021, 04:15

View original

2 replies

Userlevel 5
Badge +12

Hi @Ma.rtin, I hope you are doing well today. Thank you for taking the time to elaborate on the scenario here. You are right about the requester and cc details not being added when the agent forwards a ticket to an external email. When a ticket is forwarded, the from email would be the support email address and the to email would be the external email address. 

However, if you wish to add the requester email and email addresses cc’ed by the requester, you can navigate to  Admin > Email Notfications > Templates > Agent Forward template and tweak the content of the template to add {{}} and {{ticket.cc_content}} placeholders. 

You can also use the ‘Insert Placeolders’ option to add additional details. Let us know if that did the trick for you :) Have a good day!


Hi @Keer your trick is great. Thats exactly what we were looking for! :smiley:

Thanks a lot and have a good day too.