To forward a ticket to a third party, firstly go to Settings > Tickets > Preferences and set the slider next to “Enable third party ticket forwarding” to “Yes”.
You then see an extra option when answering a ticket: “Third party”. You can now forward the ticket to someone outside your organisation, e.g. a specialist. Your client does not see the conversation with the third party, which is the same principle when using an “Internal note”. You can choose a third party from your CRM or you create a new contact or company.
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