Freshdesk enables you to forward your support tickets to other email addresses by setting up a simple automation rule. Here is how you can create an automation rule to forward your tickets under the ticket creation tab. 

  1. Login to your Freshdesk account as an administrator.

  2. Navigate to Admin from the menu bar. Select Workflows and click on Automations.

  3. Choose “Rules that run on Tickets” and under the Ticket Creation tab click on the “New Rule” button.

  4. Provide the automation rule name and details about the tickets you wish to forward under the "On tickets with these properties:" section.

    Providing the automation rule name and details about the tickets

  1. Under the "Perform these actions" section, select "Forward" as the option in the dropdown.

  2. Enter the forwarding email address under the "To" textbox and mention the CC or BCC email addresses.

  3. Customize the email message under the "Description" section. 

  4. Choose the option to include the quoted text based on your business use case.

  5. Click on Preview and Save. For every rule you create, Freshdesk creates an automatic summary of the rule that makes reviewing the automation quick and easy. 

  6. Click on Save and Enable to get the rule working on upcoming tickets.