How to Forward a Ticket in Zendesk

Updated on:

May 11, 2026

By:

Use this interactive demo to learn how to forward a ticket to another user in Zendesk.

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.

📌 Why this matters

Forwarding tickets in Zendesk is essential for support teams that need to escalate or hand off customer issues to the right agent without losing context. The CC-based forwarding workflow keeps all stakeholders informed within a single ticket thread, reducing response times and preventing duplicate work. For businesses managing high volumes of support requests, mastering ticket forwarding in Zendesk directly improves resolution speed and overall customer satisfaction.

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