How To Forward A Ticket

• Within the ticket in Freshdesk, navigate to the top of the screen and click on Forward from the top menu options.

• A pop up window will appear:

• The following table explains the features highlighted in YELLOW:

Tool Function	Purpose
	Number of recipients the message will send to
	The main recipient contact
	Contact to receive a Carbon Copy
	Contact to receive a Blind Carbon Copy
	Access to the Editor Formatting Options
	Attach a document
	Access to Canned Responses
	Access to Knowledge Articles
	Expand message to see ENTIRE message

• Edit the message.using the toolbar editing options explained in the table above.

To clear formatting of text:

• Then click on the T with the slash to un-format the text.

To change colour of the text background:

• Click on A with the three dots

• Click on A in the black box.
• A pop up box with colours will appear.

• Choose the colour you would you like. And click on OK. 
• When Ready - click FORWARD to send message.