Is it possible to receive an email from one party and forward that to another?

[Richard Martin]

Our workflow requires us to process incoming requests from a shared inbox, then forward the result of that process to another party. We then will receive the work/response done by the third party and pass the final output on to original sender. I can see how to reply back to the original sender, but not how to send an email to someone else as part of the ticket. Is this possible? If it is, does the system know to include any reply back in the same ticket or will we have to merge them manually?

Note, we are still evaluating JSM for this process, so we haven't used it at all really. My experience in it is very limited. Thanks.

[Bhav Makwana]

Hi, it sounds like you'd would want to create an automation rule or post function following the receipt of the email and generation of the ticket. 

If we assume that all tickets generated need to be forwarded to the other party, then an automation rule should do the trick. When the 3rd party replies to the email/ticket, it should update the original ticket and thus send those notifications back to the original user. 

If not all tickets generated need to be forwarded to the other party, then consider a post function, so that when someone triages the ticket and selects a "sent to 3rd party (or whatever you want to call it)" status it  triggers a post function to send the email. 

There are probably other ways to do this, another example might be to consider adding the 3rd party as a collaborator and update tickets via the portal, thus centralising communications via the Portal. Emails can still be received to support this.

Thanks