Skip to main content
Closed

Include "Forward" action to rules

Related products:Freshdesk
  • Mar 19, 2013 3:52 PM UTC
  • 25 replies
  • 38 views
Apprentice

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


Regards

25 replies

Contributor
  • ms
  • Contributor
  • Apr 4, 2013 9:12 AM UTC
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
Contributor
  • ms
  • Contributor
  • Apr 4, 2013 12:32 PM UTC
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
Contributor

Is there anything known regarding this?


This would indeed be a great function.

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

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.

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



Contributor
  • ckleczewski
  • Contributor
  • Sep 24, 2014 1:26 PM UTC
Is there an update regarding this request?

 

Community Debut
  • emiliano1776
  • Community Debut
  • Dec 9, 2014 1:54 PM UTC

Any update on this?

Contributor
  • ckleczewski
  • Contributor
  • Feb 12, 2015 11:59 AM UTC
Hi, can someone tell us if this idea will be implemented?

 

Community Debut
  • dom
  • Community Debut
  • May 27, 2015 12:50 PM UTC

Would also love this feature, please implement this.

Community Debut
  • jvanderbosch
  • Community Debut
  • Dec 29, 2016 2:48 PM UTC

Have there been any developments with this request?

Community Debut

We would also like to see this feature.

Any update on this topic?

Community Debut

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

Community Debut
  • andrewh
  • Community Debut
  • Mar 29, 2017 3:54 AM UTC

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

Community Debut
  • nleonard
  • Community Debut
  • May 23, 2017 4:46 PM UTC

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

Apprentice
  • kevin_15428
  • Apprentice
  • May 25, 2017 12:32 AM UTC

Any update on this ?

Community Debut
  • pdagostino
  • Community Debut
  • Jun 21, 2017 1:45 PM UTC

This would be a great feature. Any update?

Contributor
  • ms
  • Contributor
  • Jun 21, 2017 2:30 PM UTC

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).

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.

 

Community Debut
  • konrad
  • Community Debut
  • Jul 24, 2017 3:13 PM UTC

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

When I can expect enabling this feature?

What blockers are there?

Community Debut
  • patric.defaux
  • Community Debut
  • Sep 20, 2017 3:08 PM UTC

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 ? 

Contributor
  • nmollet
  • Contributor
  • Mar 12, 2019 3:22 PM UTC

This is much needed!

Community Debut
  • mischa.rogov
  • Community Debut
  • May 13, 2019 1:19 PM UTC

Any update?


Community Debut
  • m.guillen.o
  • Community Debut
  • Jun 25, 2019 1:14 PM UTC

Any news?

Terms of UseAccessibility statement