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Include "Forward" action to rules

Related products:Freshdesk
  • March 19, 2013
  • 25 replies
  • 22 views
P
Apprentice

Hi, I was wondering if you can include the "forward to" action inside Dispatcher and Supervisor rules.


Regards

25 replies

M
Contributor
  • ms
  • Contributor
  • April 4, 2013
Would be great if this can be added to the Scenario Automations rules as well.

 

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hello guys,


Thank you for writing to us here. 


This is indeed a good suggestion, but the problem is with deciding whether you want to forward the entire ticket thread or just one particular reply. 


We are thinking over this right now and I will keep you updated for sure. 


Thanks,

Annapoorna 

Head of Community
M
Contributor
  • ms
  • Contributor
  • April 4, 2013
Maybe you could give the option to the user: forward last message (including note) or forward entire conversation?

 

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Thanks for the suggestion Micha. Will surely consider this. 


Head of Community
B
Contributor

Is there anything known regarding this?


This would indeed be a great function.

Especially if it would give the "email editor" with placeholders.

S
Community Debut

This automation scenario should be no different than if an agent were to click the "Forward" link in a ticket.  Should be able to specify the "To:" and add a comment in the body, at a minimum.  This is a pretty big need for us.

S
Contributor

Hello everyone, 


We hear you, and we are considering adding the "foward to" action to the automations. I will keep you posted with the developments. 


Thanks 


Samyuktha



C
Contributor
  • ckleczewski
  • Contributor
  • September 24, 2014
Is there an update regarding this request?

 

E
Community Debut
  • emiliano1776
  • Community Debut
  • December 9, 2014

Any update on this?

C
Contributor
  • ckleczewski
  • Contributor
  • February 12, 2015
Hi, can someone tell us if this idea will be implemented?

 

D
Community Debut
  • dom
  • Community Debut
  • May 27, 2015

Would also love this feature, please implement this.

J
Community Debut
  • jvanderbosch
  • Community Debut
  • December 29, 2016

Have there been any developments with this request?

B
Community Debut

We would also like to see this feature.

Any update on this topic?

B
Community Debut

This feature would be really helpful. Any updates on this?

A
Community Debut
  • andrewh
  • Community Debut
  • March 29, 2017

Would love this.  As, it seems, would others.

N
Community Debut
  • nleonard
  • Community Debut
  • May 23, 2017

This would be a great feature to add.  Any update if this is being currently developed?  

K
Apprentice
  • kevin_15428
  • Apprentice
  • May 25, 2017

Any update on this ?

P
Community Debut
  • pdagostino
  • Community Debut
  • June 21, 2017

This would be a great feature. Any update?

M
Contributor
  • ms
  • Contributor
  • June 21, 2017

We would still like to have this. Our sales team has a different workflow and we regularly forward messages to them. would be great if we could forward this using a simple click (e.g. a scenario).

H
Contributor
I want to voice that we have a similar setup where we can forward an email to our sales team, who is not involved our department's issues.

 

K
Community Debut
  • konrad
  • Community Debut
  • July 24, 2017

I would also want to filter out unnecessary ticket with forwarding.

When I can expect enabling this feature?

What blockers are there?

P
Community Debut
  • patric.defaux
  • Community Debut
  • September 20, 2017

As a Fresh Starter in Freshdesk i almost immediately stumbled over this one. First scenario automation i wanted to create is already missing a feature claimed by users since over 4 years ?!  Any Updates on the fact to add "Forward to" to the scenario automation ? 

N
Contributor
  • nmollet
  • Contributor
  • March 12, 2019

This is much needed!

M
Community Debut
  • mischa.rogov
  • Community Debut
  • May 13, 2019

Any update?


M
Community Debut
  • m.guillen.o
  • Community Debut
  • June 25, 2019

Any news?

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