This feature allows you to easily forward tickets and comments via email to people without access to Swat.io. External recipients can reply directly to the email they receive - their response will automatically appear in the activity log of the corresponding ticket.
Info: This feature is included in our Medium-, Large- and Custom-packages. You can find more details on the packages and the included features here.
Forwarding tickets and comments
In order to forward the entire ticket, use the "Forward" button in the action bar at the top of the ticket:
If you only want to forward a single comment, click the "Forward" button next to the comment:
In both cases, a pop-up will appear, where you can enter the recipients' email addresses. A comment or ticket can be forwarded to up to five people at once.
Note: Only email addresses not registered in Swat.io can be used for forwarding. Users with Swat.io access can be mentioned directly in the activity log.
Answers via e-mail
In your e-mail inbox, the forwarded message will look something like this:
You can reply directly to the received ticket or comment via email. It’s also possible to send an attachment.
The following limitations apply:
max. one file
max. 10 MB file size
Supported formats:
pictures
videos
PDFs
GIFs
Where can you see forwarded tickets/comments and the responses?
You’ll find all relevant information in the activity log: It shows when and to whom a ticket or comment was forwarded via e-mail. The recipient’s reply including any attachment is also easily visible there:
Which permissions in Swat.io do you need be able to forward Tickets?
In the permissions laid out in our "Large"- and Custom-plans, you need the following permissions for the relevant channel:
Full
Assigned Full