YakDesk Docs

How to forward a ticket thread in YakDesk

Growth and AgencyAgents, admins and owners

Some problems need someone outside your team, such as your email provider or a contractor. Forwarding sends them the customer-visible conversation, and their replies come back to the ticket as internal notes, so the customer never sees the back-and-forth.

Before you start

  • A Growth or Agency plan (tickets are included)

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Transcript

Send a ticket's conversation to someone outside your team, and keep their answers on the ticket.

In Tickets, open the ticket. Jamal's invite emails aren't arriving, so your email provider needs to look.

Under People, type their address in Forward thread to.

Select Forward and confirm. They get the customer-visible messages, never your internal notes. When they reply, it lands here as an internal note.

Steps

  1. Open the ticket ▶ 0:08

    In the sidebar, select Tickets, then select the ticket's subject. Find People.

    Ticket sidebar with the Forward thread field

  2. Enter their address ▶ 0:16

    Under People, type the email address in Forward thread to….

    Forward thread field with the provider's support address

  3. Forward ▶ 0:20

    Select Forward, then confirm. YakDesk shows Thread forwarded to and the address.

    Confirmation that the thread was forwarded
ResultThe thread is emailed to that address. Their replies arrive on the ticket as internal notes.

Next steps

Updated 2026-11-09