Skip to main content
Closed for Voting

Let a third part reply on a question easily through his own mailclient.

Related products:Freshdesk
  • January 18, 2012
  • 3 replies
  • 26 views
A
Apprentice

I need so I can forward a mail to a third part (dropshipping/ distributor) and ask them when I don't have the answer on a question i get from my customer. Then when the third part answer, can I use theirs answer when I reply to a customer. Rhinosupport have a great solutions for this problem, but that's all they have.

 

1. It should be easy for the third part, only a fast reply to a mail. So he can answer fast, he don't have time to login to Freshdesk or other systems.

2. Customer shouldn't see it.

3. It should be possible to handle everything in the customers ticket so you don't lost the answer and get a new ticket opened when the third part reply.

 

A great advertisement trick would be to incluude a link to Freshdesk, on this way ca you get a lot of free advertisement.

3 replies

I
Community Debut
  • ignasi
  • Community Debut
  • April 15, 2014

...and show the conversation threaded in the ticket view

bharath.chakravarthy
Skilled Expert
Forum|alt.badge.img+3

Hi guys, 


This requirement can be met using the 'Forward' option on a ticket. This can be used to send an email within a ticket to a third party with all the necessary context, and the third party can reply to it like just another email and Freshdesk will append it to the same ticket thread as a private conversation. 


Hope this helps :) 


Cheers. 

jubal76
Community Debut
  • jubal76
  • Community Debut
  • March 13, 2026

A third party can easily reply to a question through their own mail client by setting up proper email forwarding or using shared inbox permissions. Platforms like frienddropshipping emphasize seamless communication for business operations, allowing team members or partners to respond to inquiries quickly without accessing the main system directly. This ensures that customer queries, order updates, or supplier questions are addressed efficiently, improving workflow and responsiveness. By integrating professional tools and shared access protocols, businesses can maintain accountability while streamlining their email correspondence.

Terms of UseAccessibility statement