Back to the blog overview

Extra Ticketing preferences

We’ve added two new ticketing preferences that you can activate via the Settings. Here’s a little more info:

1. Third party forwarding

Checking this box will enable the third party forwarding, meaning that you can send questions from customers to someone outside of your organisation. This messaging acts the same way as an internal message: the customer will not see anything you and the third party are communicating about. As a third party you can select someone from your CRM database or immediately add a new contact or company.

Third party forwarding


2. Internal messaging by default

The other preference lets you make sure that replies on tickets are by default set to internal messages. This way, the chances to send internal replies to your customer by accident are almost reduced to zero. Still, we’d encourage you to be careful nonetheless.

About the author

Benny Waelput

Game of Thrones has Maesters, we have Benny: a man whose vast experience, life-long devotion and superior intelligence have made him a walking, talking and inexhaustible source of knowledge about Teamleader - and strong Belgian ales and bass guitar too. Knowledge this hard-working ex-customer success, ex-inside sales, now full-on copywriter is more than willing to share with whoever's asking. "Benny knows" is a phrase so often heard, you tend to forget that a couple of beers make him sound more like a potty-mouthed pirate than a scholar.