Cayzu Help Desk Support



How can I forward a reply to a 3rd party?

Updated: 02/19/2019
Article #: 144


Need to include a non-agent into a ticket conversation?  Now you can forward ticket replies and get responses in the ticket as Internal Replies.

1. Log in to to the Cayzu portal 

2. Click on the ticket in question.

3. Click on arrow next to the customer reply that you would like to forward.

 

 

4. Enter the email address of the person you would like to send the reply to with additional notes. 

5. Click send.

 

Note: When the person replies to the ticket that was forward to them it will be added to the ticket as an internal reply. (Internal replies are NOT visible to the end-user)

 

Note 2: The person that is receiving the forward will only see the forwarded reply and NOT the entire ticket thread.

 

 

Want to learn more about Cayzu Help Desk? Visit www.cayzu.com







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