Feature Request: Add Forward Ticket Button in Frappe Helpdesk

Business Apps Frappe Helpdesk
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1

Hi Team,

I would like to request a “Forward Ticket” feature in Frappe Helpdesk, similar to how it works in HappyFox / Fresh Pirates.

Reference:
1- https://support.happyfox.com/kb/article/670-forward-ticket-to-recipients/

2- FreshPirates

Use Case

Sometimes a support agent needs to forward a ticket to an external vendor, manufacturer, supplier, or third-party technician for assistance without transferring ownership of the ticket.

Expected Behavior

  • Add a Forward button on the Ticket page.

  • Allow forwarding the ticket to one or more email recipients.

  • The agent can optionally add a forwarding message.

  • The forwarded email should include:

    • Ticket Subject

    • Ticket Description

    • Attachments (optional)

  • The forwarded email should clearly indicate that it is a forwarded support request.

Privacy Requirement

Customer details must not be included in the forwarded email.

The forwarded email should not expose any customer information, such as:

  • Customer Name

  • Customer Email Address

  • Customer Phone Number

  • Company Name

  • Contact Details

  • Any other personally identifiable information (PII)

Only the ticket content required for troubleshooting should be shared.

Benefits

  • Easier collaboration with suppliers and external service providers.

  • Better protection of customer privacy.

  • Eliminates the need to manually copy and paste ticket details into a separate email.

  • Makes Frappe Helpdesk more suitable for businesses that rely on third-party technical support.

Thank you for considering this feature. I believe it would be a valuable addition to Frappe Helpdesk.

2

It is unfortunate how Frappe designed this.

I’m curious if this only needs to be done occasionally, can you simply use the Desk interface, navigate to ticket and use the email function. You may also want to create a default print format to include only the info you’re interested in forwarding.

3

I believe @michelle and @Ritvik_Sardana were looking for new features requests and feedback

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