How a Contact’s Forwarded Email Creates a New Ticket
This article explains how the system handles situations where a contact forwards an email related to an existing ticket. Instead of adding the forwarded message as a reply to the original ticket, the system creates a new ticket when specific conditions are met.
How to enable a contact’s forwarded email to create new tickets
- Under Channels, navigate to Admin > Emails.
- Navigate to the Configurations tab.
- Enable the Create new ticket when contact forwards email option.
- Then click Update to save the changes.
When this feature is enabled, any email a known contact forwards will automatically create a new ticket, even if it was part of an existing one. This prevents unrelated forwarded messages from being added to existing tickets.
When this feature applies
A new ticket will be created when the following conditions are met:
- The feature is enabled in your Admin settings.
- The sender of the forwarded email is a recognized contact.
- The incoming message is detected as a forwarded email.
When these conditions are satisfied, the forwarded message creates a new ticket instead of updating the existing one.
Frequently Asked Questions (FAQs)
-
Does every forwarded message create a new ticket?
No. The sender must be a known contact, and the message must be detected as a forwarded email. -
Can forwarding spam create unwanted tickets?
No. Spam and suspension checks are still applied before ticket creation. -
Is this feature enabled by default?
No. This feature must be enabled manually in the Admin settings.
