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Forward Unresolved Emails
Forward email cases with their history to the right support person
Use this Agent instantly or customize it - no programming needed
- Unresolved ticket updateUnresolved ticket update
Your ticket update identifies an email case flagged after the first reply.
- Customer conversationCustomer conversation
Your case history includes the original email, replies, and private notes.
- Email attachmentsEmail attachments
Your customer's files stay with the case for the next support person.
- Support routing listSupport routing list
Your routing list matches issue types to support people and names a fallback lead.
Your help desk holds case history and handles forwarding, assignment, and private comments.
- Missing material requestMissing material request
Your first responder gets a private note asking them to restore the missing email or file.
- Handoff noteHandoff note
Your next support person sees the unresolved issue and earlier attempts in a private note.
- Forwarded caseForwarded case
Your next support person receives the conversation and can open its original email and files.
- Ticket assignmentTicket assignment
Your ticket names the support person who now owns the case.
- Handoff failure noticeHandoff failure notice
Your first responder gets a private mention when forwarding or assignment fails.
- Owner confirmationOwner confirmation
Your first responder gets a private mention naming the new owner.
This Agent picks up an email ticket after your first responder marks it unresolved. It reviews the history and attachments, then forwards the case to the support person on your routing list. Your first responder hears who owns it now.
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Made for your industry
Forward Unresolved Emails is made for businesses in these industries.
- Retail
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Made for your role
Forward Unresolved Emails is made for people in these roles.
- Customer Service Manager
Route unresolved customer emails to the right person with the case history.
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Pass unresolved replies along with the original message and files.
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Match unresolved email cases to the right support person.
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Made for your department
Forward Unresolved Emails is made for people in these departments.
- Client Services
Pass client email requests to the next owner with prior work in view.
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Keep unresolved email cases moving with clear ownership and history.
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How Forward Unresolved Emails works
4 steps, in order, on every run.
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Read the Email HistoryReview the full email thread and attachments. Skip tickets without a first reply or with a completed handoff.
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Choose the Next OwnerSummarize the unresolved issue and earlier attempts. Match the issue to your routing list, or send unclear cases to your support lead.
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Forward the CaseAdd a private handoff note and forward the conversation. Keep the original email and attachments on the ticket for the next person.
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Confirm the HandoffAssign the ticket to the chosen support person. Mention the first responder privately so they know who now owns the case.
How to Get Started
Connect the tools you already use, such as Gmail, Microsoft Outlook or Zoom.
5 tools
- Choose the unresolved status or field value that first responders use only after sending their first reply.
- Provide a routing list that maps support issue types to named support people, plus a support lead for cases that do not match.
- Enable access to the ticket conversation, its attachments, forwarding, private comments, assignment, and Agent mentions.
Use safe mode to approve every result before it goes out, or let the Agent run automatically.
FAQs
Frequently asked questions about the Forward Unresolved Emails:
You choose a routing list that matches issue types to support people. You also name a support lead for anything that does not clearly match.
The new owner can open the original email and attachments on the ticket. If anything is missing, the Agent asks your first responder to restore it before forwarding.
No. It skips tickets that already have a completed escalation note. Tickets without a first reply also stay with their current owner.
Your ticket stays open. The Agent adds a private comment about the failure and mentions the first responder, so they know the handoff did not finish.
It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.
Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.
The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.
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