It would be great if there was an option to forward the original message in the ticket as an email.

We have a use case where we have our customer service dept using OSticket but daily we have several emails that come in daily needing to go to staff outside of our Dept. Giving them access to OSticket is not an option so currently we save a copy of all emails on the rmail server and when one comes in to OSticket that needs to go to someone outside of our Dept we login to the email server and forward it from there then close the ticket. It would be great if we could forward without having to login to the email server separately.

Thanks,

Daniel

I imagine that you would be able to utilize the %{ticket.thread.original} varible and the new CC/BCC features in the forthcoming version to do that.

I am very excited for the next version to come out! I hope that it is soon.

    4 months later

    @[deleted]I've seen a few instances of this request for forwarding a ticket as an email, will that include all original text and attachments from the user?

    I've never used it.  So no idea.

    4 months later

    Hello nortelvoip nortelvoip were you able to do the forwarding function? If yes, can you indicate how you did it?

        capacho I have not really used it in that manner as it would be very clunky for users. We have just kept the email addresses that we know may need to forward things occasionally on Outlook instead of running them through OST.

        I hope in a future release that they will put a "Forward as email" button in just to forward the originally emailed ticket to an email address easily.

          3 years later

          Would love to see this implemented. Something we were just speaking about. We need the ability to send a thread via email to none OST users.

          I have a limited use case for this, but I currently save the Ticket with full threads to a PDF, then attach that PDF to the email and send it to whomever needs it.

          I do the same thing Daedalus01 does.

          18 days later

          Where is the forward button. The reason we work with osticket is 1. because it is open source 2. because we want to centralize everything with as few actions as possible. Saving it manually as a .pdf and then emailing it is one step too many. There should be a forward button where you type in an email address and send the content.

          4 months later

          We would like to forward tickets to non osTicket users too, in a simple way. In fact, our osTicket users are very disappointed because there is no such a functionality. Is there any news about it?.

          3 months later

          Any news about this?. This thread started more than four years ago, and it seems that there is no intention in implementing the forward button. At least I would like an official answer telling that it won't be done, as our users are really waiting for it.

            tizo

            This is simply a feature request at this time. If you want this functionality you can customize the code. The code is open-source allowing you to modify the code to your heart's content.

            We are working on v2.0 (full codebase rewrite) so we are avoiding any major changes and new features in the current codebase so we can focus on v2.0.

            Cheers.

              To avoid FWD emails I also open the ticket system email in my email client.
              I drag the email to the inbox of the ticket system.

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