Sometimes you simply can’t assign a case to someone in your team. Either the answer you need must come from another department, or from someone outside your organization. No problem. You can forward a case, or a single message from a case, to an external email address and still keep track of the customer’s reply.

How to forward a case
1. Open the case and click the ‘<’ icon at the top right corner of the screen.
2. Press the blue Forward case button
3. Insert the email address of the person / people you want to forward the case to (separate multiple email addresses with a comma)
4. Add a message for the person / people you’re forwarding the case to. By default the entire conversation will be forwarded but you can edit the forward message as you like.
5. Select the attachments you want to add to your forwarded email
6. Hit Send

How to forward an individual message
1. Open the case and click the Forward button on the message you want to forward
2. Insert the email address of the person / people you want to forward the message to (separate multiple email addresses with a comma)
3. Add a message for the person / people you’re forwarding the message to.
4. Select the attachments you want to add to your forwarded email
5. Hit Send

Did you know you can set up your own FAQ?