In Comm100 Ticketing & Messaging, you can now forward email ticket messages to people within and outside your organization. It works the same way as you forward emails from your email application.      

The feature helps streamline the customer's query where an email ticket requires suggestions or further analysis from other agents within an organization or from a user who does not have an account within Comm100.

This article acquaints you how to forward email messages in Comm100 Agent Console.

Step by Step Instructions

To forward email messages to any email address(es), follow these steps:

1. Log in to your Comm100 Agent Console.
2. Navigate to the Ticketing & Messaging tab. 
3. From the ticket list, click on an email ticket you want to forward. 
4. Hover over the message bubble of the ticket. A Forward message icon appears.
5. Click the Forward message icon.
   
   The Forward message editor appears. An FW prefix adds automatically to the forwarded email subject.
   Note: 

   • You can edit the email subject of the forwarded email message.
   • You can only forward email messages in the ticket if you have the required Manage Tickets permission for a ticket.  
6. Provide the receiver's email address in the To: and CC:(optional) fields. You can enter the email address manually or from the contact list.
   Note:

   • You can add multiple email addresses in the To: and CC: fields of the forwarded email message. However, you must add at least one address in the To: field to send a forwarded message.
   • The email addresses in the To: and CC: fields do not save in Comm100 Contact.
7. Add attachments from the original email ticket if available. You can also add or delete attachments to the email if required.
8. Provide email body. You can also edit the original email body (including the quote part).
   
   
9. Click Send.
   To send the forwarded email, you can change the email account if the site has multiple email accounts. The signature of that account adds to the email body.
   The forwarded email message displays the original ticket as a message bubble in a different color scheme.

Key Notes

• The original email’s body and header add as a quote part of the new forward email message bubble. It includes the following fields: From, Sent (time), To, Subject, and CC.
• The forward email message retains the HTML format, links, inline images, and quote part the same as the original email.
  
  
• If someone replies to the forwarded email, then the reply email message saves as a new ticket.
• Comm100 does not count forwarded email messages in any report, and it does not affect any SLA result either. Moreover, it does not trigger any event.