What is the best way to have FD automatically add the URL of the particular ticket when an agent FORWARDS a ticket to an external email address?
I.e. Agent is forwarding ticket to Leadership but the forwarded email does not contain neither the ticket number nor a direct link (URL) to the ticket.
Thanks
+7Hello Kristian,
You can make use of agent forward templates that can be found in Admin → Email Notification → Templates → Agent forward templates.
The forward template will be automatically included in the forwarded message editor for ALL agents.
You can customize the agent reply editor with the placeholders that can be found under the 
button. The placeholders will be dynamically be replaced based on the information from the ticket.
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