How to forward a ticket to another email address

[alanccw]

Hi,

 

I receive a ticket from a customer, and I want to forward it to another person's email address. How to do so? I cannot find a way to do so even with the latest version of WHMCS.

 

Thanks

[sentq]

do you mean assign it to different support department or send it to external email address?

[alanccw]

Hi,

 

I want to send the ticket to an external email address.

 

Thanks

[sentq]

I think the only possible way to do this from inside WHMCS, go to Admin -> Setup -> Email Templates -> Edit "Support Ticket Change Notification" and add this email address to the "Copy To" field, but this will be applied to all tickets/replies.

 

another Idea is to register this email in admin area and assign it to specific support department with notifications enabled, so when you flag any ticket to this dep. they will be notified.

 

if both didn't work for you, then you need a more customized solution

[twhiting9275]

You can't 'forward' the ticket to the other email address, but you can add that email to the ticket so that they get further responses to it. The customer will have to forward the initial ticket.

If you choose to add the email address to the ticket, make sure that the other address is in the customer's contact list if they desire to reply

 

To add the email address to a ticket, go to ticket -> options -> cc recipients, and add the address there.