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.
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.