I’d like to forward a ticket, including all conversations and notes (including private if possible), to an company internal group, which has no access to freshdesk, however keep the ticket assigned to myself to track it further.
And solutions for that scenario?
I don’t want to print a PDF via my browser and send that as an attachment, feels “clunky”.
Public URLs are no option as of data protection rules.
I dont know if this is possible in freshdesk, in freshservice we created a field with dropdown list of external parties.
then we created a workflow that triggers the mail sending and used placeholders to autofill the email to the external support.
set them up as a collaborator and set the collaborator to only see tickets assign to themselves
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