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How do I forward or carbon copy (cc) a ticket to a 3rd party?

Date Added: 12th Mar 15 11:46:12

Forward or cabon copy (CC) a ticket

If you require assistance with a ticket from a person or company who are not an agent or group in your organisation you can forward the entire ticket to an external email address or addresses. The person or company outside of your organisation can then reply to that email and the ticket will be updated with their reply.

To forward or CC a ticket follow the steps below

  1. Log into your admin http://www.yourdomain.com/acornaid/admin/
  2. Open a ticket
  3. Click Forward
  4. Enter the email address or addresses into the forward field e.g. someone@somewhere.comcompany@outside.com
  5. Type your update or question into the ticket update textbox
  6. Click Mark as private to hide the forwarded mail from the customer
  7. Click Submit to send

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