Forward Requests

Forward Requests

Technicians can forward requests from the request details page. The request will be forwarded as an email to the recipients and logged in the Conversations tab.
 
In the request details page, click and select Forward.


 
Fill out the email form as follows:
Field
Description
From*
This field is non-editable.
  1. If the request email was sent to a technician group email address, the group email address will be auto-populated.
  2. Otherwise, the email address configured in the mail server settings will be used while sending the reply.
To*
The email address configured for the requester will be auto-populated. Technicians can also manually enter the email addresses.
Cc
Enter the email addresses of users to whom you want to send a copy of the email.
Bcc
Enter the email addresses of users to whom you want to send a private copy of the email.
Template
Select a template with prepopulated details to reply quickly. Learn more about configuring reply templates here.
Subject*
The subject will be auto-populated. You can edit the subject if needed.
Description
The reply template message will be auto-populated as a description. You can edit the message as needed.
Request Status
Select the status the request must be moved to after the reply is sent.
Attachments
Add any relevant files as attachments.
An attachment file must not exceed 10MB.
Show this mail to requester also
You can choose to display the email in the conversation thread for requesters.
*mandatory fields 

Click Send or Send for review.


 
When clicking Send for Review,
  1. Specify the reviewer's email address.
  2. Provide a subject and description for the review email.
  3. Click Send.
  4. After the reviewer has checked the draft, the technician can forward the request.


    • Related Articles

    • Link Requests

      Technicians can link closely associated requests by designating a parent request and linking other requests to it. Allow Automatic Selection of the Parent Request Go to Requests and choose the respective customer from the drop-down in the header. In ...

    • Delete Requests

      Role Required: Technicians with permission to Delete requests Delete an Individual Request Go to Requests and choose the respective customer from the drop-down in the header. Click the subject of the request to open it. In the request details page, ...

    • Follow Requests

      Technicians can follow requests to monitor its updates and receive notifications when changes are made. Role Required: Technicians with View Request permission; Requesters. Follow a Request Go to Requests and select the respective customer from the ...

    • Search Requests

      In the Requests module, you can search through various fields, attachment names, merged request IDs, descriptions, conversations (excluding automated responses), and notes. This includes all Active, Trashed, and Archived requests. Search results can ...

    • Edit Requests

      Role Required: Technicians with permission to edit requests Edit an Individual Request Go to Requests and choose the respective customer from the drop-down in the header. Open the request that you want to edit. Click Edit at the top of the page to ...