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Sometimes a ticket needs input from someone outside Typewise, such as an internal department, an external partner, or a regulatory authority. Forwarding lets you send the ticket to any email address without leaving the conversation. Their reply comes back into the same ticket as an internal note, and the ticket is snoozed while you wait so it stays out of your inbox and does not auto-close.
Forwarding is available from the composer once you’ve taken over a ticket. The forward is always sent as an email, regardless of the ticket’s original channel.
Screenshot of the forward composer

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When to use this feature

Use forwarding when the answer lives with someone who doesn’t work in Typewise and you need to stay on the ticket while you wait for them:
  • Escalate to an internal team that works in a different tool (for example, finance or legal working in Outlook).
  • Ask an external partner or supplier for information.
  • Send a case to a regulatory authority for a compliant, on-record request.
The external recipient never sees your Typewise inbox, and the customer never sees the forward. Everything the external party sends back stays internal to your team.

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How to forward a ticket

1

Take over the ticket

The composer, and the Forward option, are only available once you’ve taken over the ticket.
2

Open the message type selector

Click the dropdown button next to the send button in the composer.
3

Select Forward

Choose Forward from the dropdown. The composer switches to forward mode and shows the email header fields.
4

Enter the recipient

Type the recipient’s email address in the To field. As you type, Typewise suggests addresses you’ve forwarded to before. You can forward to any valid email address.
There is no guardrail on the recipient address. Double-check the To field before sending, since a typo sends the ticket to the wrong person.
5

Review the subject

The subject is pre-filled with a Fwd: prefix and the ticket title. Edit it before sending if needed.
6

Write your message

Write the message the recipient should read first, using the same rich text editor, emoji picker, and attachments as a normal reply.
7

Choose whether to include history

Include conversation history is on by default. It appends the full customer conversation, and its attachments, below your message so the recipient has the full context. Turn it off to send only your message.
8

Send

Click send. The ticket is forwarded and automatically snoozed while you wait for a reply.
Recipient suggestions come from addresses you and your team have forwarded to before. You can dismiss a suggestion you no longer need; it comes back automatically the next time you forward to that address.

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What happens after you forward

  • The ticket is automatically snoozed until the next reply, so it leaves your inbox and does not auto-close while you wait.
  • The ticket status changes to Snoozed (there is no separate “waiting on external” status).
  • A forward event is recorded in the ticket timeline, showing who forwarded, to whom, and when.
  • If the customer replies in the meantime, the snooze is cancelled and the ticket returns to your inbox as usual. The forward is unaffected.
For more on snooze behaviour, see Snooze tickets.

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When the external party replies

The recipient replies to the forwarded email as they would to any message. Typewise matches the reply back to the original ticket automatically, even if it comes from a different address than the one you forwarded to.
  • The reply lands on the original ticket as an internal note. It is never shown to the customer.
  • The ticket is unsnoozed and returns to your inbox.
  • A toast notification tells you a forward reply arrived, with a button to open the ticket.

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In the inbox

Forward replies appear as their own card in the inbox, marked with a forward icon so you can tell them apart from customer tickets and mentions.
Forward replies stay in the inbox for 5 days. After that they drop off the inbox automatically, but the note remains on the ticket.

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In the conversation

The forward and its replies render inline in the conversation as an internal thread, showing your original forward, your follow-up replies, and the external party’s replies in order. Forward thread in the conversation view
  • View raw email: on an external reply, click the eye icon to see the raw email, including headers, quoted history, and signature.
  • Quoted text: long quoted history is collapsed behind a … toggle. Click it to expand the quoted block.

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Continue the conversation

If you need more from the external party after their reply, reply on the same thread using Reply via email in the forward thread. Your reply goes back to the same recipient and keeps the same thread, so their next reply lands on the ticket the same way. Replying to the customer is a separate action in the normal composer. The forward thread is internal and never reaches the customer.

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Solve and reopen a forward

When you no longer need the external thread, mark it Solve. This removes the forward reply card from the inbox and collapses the thread in the conversation to a short “Thread solved by …” receipt. If you need it again, Reopen the thread to bring it back into the conversation. A late reply that arrives after you solve a thread still lands on the ticket as a note.

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Limits

  • One recipient per forward. There are no CC or BCC fields. To involve another person, forward again or continue the thread.
  • No recipient guardrails. Any valid email address is accepted, including the customer’s own address, so review the recipient before sending.
  • Email only. Forwarding is sent by email regardless of the ticket’s original channel.

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See also

  • Snooze tickets: How snoozing removes tickets from your inbox until a reply
  • Composer: Compose replies, notes, and forwards
  • Mentions: Loop in colleagues who use Typewise with internal notes
  • Inbox: Understanding the inbox and its sections