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Overview of Case Forwarding
Case Forwarding allows Agents to share case information in Desk.com with other Agents and external email addresses.
Enable Case Forwarding
- Go to Admin > Cases > Agents.
- Enable Case Forwarding.
Forward a Case
The Case Forwarding option is shown in the form of an arrow icon in a case view.
Clicking the Case Forwarding icon opens a dialog where the Agent can specify the forwarding email(s) and write a note.
The format and content of this email sent by the system is established in the Forward Template. You can create or edit an existing Forward Template at Admin > Cases > Cases > Forward Themes.
If you wish to hide all Notes from a forwarded case, you can copy this theme code into the HTML body of a new Forward Theme.
Note: This will also hide any text sent in the Additional Notes area when forwarding a case.