Skip to main content
Under Review

Forwarding a ticket - Forward all replies instead of top 4

Related products:Freshservice
  • Feb 9, 2023 12:40 PM UTC
  • 8 replies
  • 148 views
Apprentice
Forum|alt.badge.img

Hello Freshworks,

 

I have a suggestion for a better way of handling tickets and forwarding of tickets to internal/externals.

 

As of now, when forwarding a ticket, not every answer is forwarded. This is problematic, because of missing information earlier on in the ticket. To get a full understanding of a ticket, every answer needs to be able to be forwarded.

    8 replies

    Contributor
    Forum|alt.badge.img+1
    • Adz
    • Contributor
    • Apr 3, 2023 2:46 PM UTC

    Bump - Unsure why it is limited to top 4, as in the majority of case this won’t provide the full picture.

      alyssia.correa
      Skilled Expert
      Forum|alt.badge.img+8
      New Idea→Open : Open for Consideration
      Ally, Freshworks Community Manager
        mskotko
        Top Contributor ⭐
        Forum|alt.badge.img+6
        • mskotkoTop Contributor ⭐
        • Top Contributor ⭐
        • Nov 17, 2023 9:26 PM UTC

        I just wish there was an email template for the forward action so it can include a placeholder for the ticket URL

          julia.a
          Top Contributor ⭐
          Forum|alt.badge.img+8
          • julia.aTop Contributor ⭐
          • Top Contributor ⭐
          • Nov 20, 2023 7:08 AM UTC

          I just wish there was an email template for the forward action so it can include a placeholder for the ticket URL

          There is, you can find it under E-mail notifications > Templates, there you can change both the reply and forward template.

          Julia A.
          mskotko
          Top Contributor ⭐
          Forum|alt.badge.img+6
          • mskotkoTop Contributor ⭐
          • Top Contributor ⭐
          • Nov 20, 2023 9:36 PM UTC

          I just wish there was an email template for the forward action so it can include a placeholder for the ticket URL

          There is, you can find it under E-mail notifications > Templates, there you can change both the reply and forward template.

          There is a reply template. There is not one for forwards that I am aware of.

            julia.a
            Top Contributor ⭐
            Forum|alt.badge.img+8
            • julia.aTop Contributor ⭐
            • Top Contributor ⭐
            • Nov 21, 2023 8:29 AM UTC

            I just wish there was an email template for the forward action so it can include a placeholder for the ticket URL

            There is, you can find it under E-mail notifications > Templates, there you can change both the reply and forward template.

            There is a reply template. There is not one for forwards that I am aware of.

            It’s right there:

             

            Julia A.
              ammon.nelson
              Skilled Expert
              Forum|alt.badge.img+6
              • ammon.nelson
              • Skilled Expert
              • Jan 26, 2024 9:41 PM UTC

              I just wish there was an email template for the forward action so it can include a placeholder for the ticket URL

              There is, you can find it under E-mail notifications > Templates, there you can change both the reply and forward template.

              There is a reply template. There is not one for forwards that I am aware of.

              I only see a Reply template. Where do I find the Forward template?
               

              Currently forwarding adds my profile signature automatically, but I don’t see where I can add a Forwarding template.

              Ammon Nelson 🌿 Please Note: Printing this email (or any other document) can be environmentally responsible: Paper is renewable, biodegradable, and most often grown for this purpose. About 90% of the wood used for paper in the U.S. comes from forests managed with sustainable practices, so printing does not contribute to rainforest destruction. Using paper supports sustainable industries and provides millions of jobs. Thanks to proper forest management, the U.S. and Canada have significantly more trees today than a century ago. https://www.afandpa.org/sustainability Before printing, please consider your budget or printing allotment.
                julia.a
                Top Contributor ⭐
                Forum|alt.badge.img+8
                • julia.aTop Contributor ⭐
                • Top Contributor ⭐
                • Jan 29, 2024 8:40 AM UTC

                I just wish there was an email template for the forward action so it can include a placeholder for the ticket URL

                There is, you can find it under E-mail notifications > Templates, there you can change both the reply and forward template.

                There is a reply template. There is not one for forwards that I am aware of.

                I only see a Reply template. Where do I find the Forward template?
                 

                Currently forwarding adds my profile signature automatically, but I don’t see where I can add a Forwarding template.

                Oh, sorry - my above screenshot is from Freshdesk btw, not Freshservice.

                Julia A.
                  Terms of UseAccessibility statement