Forwarding an email within a ticket


  • Select the 3-dot prong to the right of the time/date stamp
  • Select Edit (see image)

  • In the Contact field, type in the contact email you wish to forward to


  • Select Save at the bottom right 


You'll notice the contact name has now been updated. 


You can now proceed with forwarding the email by selecting the Reply icon


Note: Following this process will help ensure the Freshdesk platform accurately recognizes your reply as an email, enabling all active Freshdesk properties (i.e. If ticket is resolved and customer responds, ticket Status will change to Open, ticket State will indicate Customer Responded, etc.)