Forwarding a ticket will create a separate mail chain inside the ticket. Separate from the Main mail chain


Forwarded messages are colored in an Orange tone, separating it visually from the Main mail chain which is white/grey.


Forwarded messages are counted as a PRIVATE NOTE in the system. Once a response is received on a forwarded mail, it will be quoted as a Private note. However a Forward from Agent will be quoted as a "Forward".


To forward a conversation inside Freshdesk you have the Forward button on the top which will forward the first message of the ticket - the message that has created the ticket itself.
the button on the bottom which will forward the first message of the ticket - the message that has created the ticket itself.
Or you can click Forward on any of the responses received inside the ticket to Forward that specific ticket and it's history. This button is in the top right corner of the message.
Once you have pressed the Forward button either top/bottom of the page or in the corner of the response, it will take you to the new message box like it is with the Reply.
A big difference is that by default these messages will not have anyone in the TO or CC field, and that these forwards can contain more than one email address in the To field.


A possible way of communication is to keep the communication with the customer in the main thread while with a forward creating a separate mail chain for conversing with the Internal teams.


Keep in mind that you can forward as many times you wish to however it can become complicated to keep track all the communication threads at one place.


Once you have typed up your message and ready to send it out, you might want to remove the previous conversation. To do so, you will need to click the (...) x icon on the bottom of the message box where you are writing your message.
This icon is always there for all of the messages, all of the responses being written up. You can use it to hide/unhide the previous messages and when you are writing a new message or forwarded message, you can also remove this by clicking the x next to it.
To respond to a message that was received on your forwarded message is by pressing the Reply button in the TOP RIGHT corner of the received message.
Pressing Reply on the top or bottom will be a reply to the MAIN chain and not to the received response on the forwarded thread. It is important to keep in mind that you can reply to a forwarded mail chain ( oranges ) by clicking the Reply button in the top right corner of the message.