Quick summary
Forwarding a ticket in Zendesk lets support agents redirect open tickets to another user by adding them via the CC field and submitting the reply. This process ensures seamless ticket handoff without losing conversation history or context.
Steps
- Go to the left-side panel and click Views.
- Select the specific ticket you want to forward to another user.
- Head over to the message box and click CC.
- Type the name or contact information of the selected recipient.
- Write a reply informing the recipient that you are about to forward a ticket.
- Click Submit to proceed.
- The selected Zendesk ticket will be forwarded instantly to the intended recipient.
