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Forward a ticket to any email address

908f144b7609574bf8063919f61d79af?rating=pg&size=52&default=mm
suggested by Ville M
25

A kind of basic feature that seem to be missing is 'Forward to...' where a ticket details should be fully forwarded to an external email address. Currently it seems that the only way is to 'Reply' to a new address, but it seems kind of wrong approach. Forwarding would be useful also in Rules and Actions.
 
I agree that Forwarding can easily be misused, especially internally when the ticket should be assigned to another agent.

Complete We've implemented this suggestion!

Comments (17)

  • +1

    Fa60b6b33476c87eaa98a9d1400a99d2?rating=pg&size=52&default=mm
    posted by George G
  • Forwarding would be very helpful for us, particularly when we are dealing with abuse reports where we generally want to forward the original report (including attachments) on to our clients in a new ticket, with our own comments added at the top.
     
    Currently we have to manually raise a new ticket, copy and paste everything over, download and then attach the files, add our own comments and then (due to the lack of formatting/markup) we have to write some kind of text delimiter in between our comments and the original message! 

    43535555a26ae0a9aacc5c6af1d79794?rating=pg&size=52&default=mm
    posted by Edward D
  • +1.
     
    We back off some tickets to 3rd parties (e.g. hardware replacement). It would be very useful to be able to manage correspondence (perhaps by creating linked tickets) to those 3rd parties within Sirportly.

    posted by Unknown User
  • +1, we frequently need this as we sometimes get sales inquiries on our support address. We want to be able to forward those to the relevant sales people, who are not in the Sirportly team.

    80b005586d46842a0adff4dc6d59969e?rating=pg&size=52&default=mm
    posted by Marcel d
  • +1

    Dff5bb231ef52094d217f1c1440371a6?rating=pg&size=52&default=mm
    posted by Andrew T
  • Well, the obvious question (sorry Jack) - what are the other 7 items to be released in the next few weeks?

    Fa60b6b33476c87eaa98a9d1400a99d2?rating=pg&size=52&default=mm
    posted by George G
  • rich text formatting in replies
     
    YES! ;)

    43535555a26ae0a9aacc5c6af1d79794?rating=pg&size=52&default=mm
    posted by Edward D
  • This thread is already old - is there any update on this - was the external forwarding feature integrated?
    Thanks

    9497e175f110923563aede47d992aa9e?rating=pg&size=52&default=mm
    posted by Thomas P
  • Hi Thomas,
     
    This feature won't be launched with v5 however it is still high in our priorities list of features to build into Sirportly. We are aware this feature has been requested a lot amongst our users, so you'll expect to see in the not too distant future.
     
    Thanks,
    Chloe

    posted by Unknown User
  • Chloe, can you give us an updated roadmap then? What's on the list for v5? What's on the list for v5.1?

    posted by Unknown User
  • Would really be a great function to forward tickets to a normal mail address.

    45bd033c6dca5b2242a85ac095210264?rating=pg&size=52&default=mm
    posted by Kees v
  • +1

    posted by Unknown User
  • Any update when we can use this option?

    45bd033c6dca5b2242a85ac095210264?rating=pg&size=52&default=mm
    posted by Kees v
  • Hello,
    this thread just had his first birthday. Any update on the initial question?
     
    thanks

    9497e175f110923563aede47d992aa9e?rating=pg&size=52&default=mm
    posted by Thomas P
  • This is not very satisfying - I guess we will look into other solutions then.
     
    What we want to to is to send single Items e.g. to asana. Only our Support Team uses Sirportly, the rest of the company uses asana. What we want ist to forward single items there (by email oder API).
     
    Just checked - zendesk, Desk.com, freshdesk all support this by their api and a 3rd party service as zapier.com.

    9497e175f110923563aede47d992aa9e?rating=pg&size=52&default=mm
    posted by Thomas P
  • I also requested this feature at the start of this year by email. Is there any time-scale for this feature yet?

    posted by Unknown User
  • We would also use this every day.

    4ab1d46a9e06f18b95c0c4525264edfe?rating=pg&size=52&default=mm
    posted by Stefan N