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Suppose you run a store that sells smartphones, and you need to inform an external vendor about a customer issue. Some helpdesks implement a native “ticket forwarding” feature, that will let agents directly forward tickets to external stakeholders or a third party. When the concerned people reply, their email responses will be added to the ticketing thread within the helpdesk. This way, with a click of a button, your support agents can keep track of conversations with a customer and with a third-party, within a single ticket.

Resources

Ticket forwarding in Freshdesk

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