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Forwarding of tickets

Related products:Freshdesk
  • August 4, 2015
  • 5 replies
  • 26 views
K
Contributor

It seams when forwarding tickets that only the initial ticket is sent to the new recipient.  This results in us having to retype info in the forwarding ticket that is already in the ticket.... Our scenario.


A customer sends a request in as an email (ticket created).

We forward their request to a 3rd party for actioning.

The 3rd party responds (gets added to the original ticket).

We then have to reply to the original customer who sent the request.  (we forward the ticket but have to retype what the 3rd party has said).


Is there anyway around this please?

5 replies

R
Contributor
  • rick.segal
  • Contributor
  • March 18, 2018

Is this still an issue? I'm trialing the product and would like to know.

aravind.sundararajan
Skilled Expert
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@Rick: You can always use the forward button on the latest reply from the customer. This will allow you to transfer the ticket history stored in the quoted text and thus enabling the 3rd party to get the complete information about the ticket.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
R
Contributor
  • rick.segal
  • Contributor
  • March 19, 2018

This doesn't answer the question.


"We then have to reply to the original customer who sent the request.  (we forward the ticket but have to retype what the 3rd party has said)"


Has this been fixed?  Does the third party information get forwarded or do you still have to retype it?

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello Rick,


The third party replies are added as private notes on the ticket - it will not be exposed to the end user for obvious reasons. The agents can pick and choose what they would like to respond back to the customer.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
R
Contributor
  • rick.segal
  • Contributor
  • March 19, 2018

Thanks.  Actually, that makes good sense for security.

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