Hello,
When i want to forward a ticket to an other person, i click on the button “Forward”.
But nothing is sent.
The parameters are good for IMAP in and out, we receive notifications ans when we click on Reply, all is good.
This option does not work :
And this option :
+5
Hi
Greeting from Freshworks community
Forwarding when you have directly integrated mailbox will consider the rules that are applicable on your exchange. Request to check whether there are any logs on your exchange which is restricting the trigger of email to the recipient. Alternatively, you can try to forward to an internal email having your same domain to make sure whether the issue is with Freshdesk forward trigger or with the exchange.
Request to update here once you do a random testing with the internal ID.
Note: The Forward button would only forward the last four interactions in the ticket. You can also forward an individual reply from the ticket.
Cheers
Hi,
Thank you for your reply !
I check logs on my email server, and i don’t have any log when i do a transfer of the ticket
I have a log when i reply to the ticket
I do my test with an email who had the same domain.
No problem for the number of the interaction in the ticket, thank you.
What more can i do ?
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