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Have different email templates for reply and forward

Related products:Freshservice
  • Aug 13, 2026 2:30 PM UTC
  • 2 replies
  • 17 views
Pao
Contributor
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It would be great to have different email templates for reply and forward in tickets. Right now one template is shared for both reply and forward. The template is called SYSTEM Agent Reply Template. The name doesn’t reveal that the same template is used for forwarding tickets as well.

Those are very different things and we should be able have different subjects depending on what we do in the ticket. That’s what I think anyway :)

2 replies

Pao
Contributor
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  • Pao
  • Author
  • Contributor
  • Aug 21, 2026 9:21 AM UTC

In Admin/Email notifications/Agent reply template, there is nothing said about the template also being used for forwarding.

S Prakash
Community Manager
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  • S PrakashCommunity Manager
  • Community Manager
  • Sep 21, 2026 11:17 AM UTC

Hi Pao,

At the moment, Freshservice uses a single system template (System Agent Reply Template) for both Reply and Forward actions from within a ticket. There isn’t a separate, configurable “Agent Forward Template” (including a separate subject line) available in Email Notifications.

What you can do today:

  • Use a Canned Response as a forward “template” (body content) and insert it when forwarding.

Thank you!

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