There is no direct way to forward the conversation as an email from Kayako to an external address, but there is a nice workaround if you send forwards to the same people frequently.
- Create an Email Endpoint to the email you would like to forward messages to. Please find out more about the endpoints at Sending notifications to external systems with endpoints
Let's say for example you have a third-party non-collaborator person called Bob you would like to forward requests to, you will need to set up Bob's email as an endpoint:
- And then create a trigger with the following parameters:
- After this, if you add the tag (emailbob) mentioned in criteria of your trigger, and then update properties, the email will be sent to the endpoint:
In the case of endpoint, the reply by third-party will be processed as a separate case and user will not see it.
Preventing registration email on ticket submission:
By implementing single sign-on between your website and Kayako, the registration email sent (every time a Ticket is submitted) can be avoided.