Why is the Forward via email feature missing in a ticket?

Question

I can't forward a message from a customer in a ticket created within Zendesk. Why is the Forward via email feature missing in a ticket?

Answer

The Forward via email option is part of the side conversation features. As such, it is available in all Suite plans or the Support plans with the Collaboration add-on. With it, you can forward a message from a ticket to an internal or external user in a side conversation. However, this feature is not available in the following channels:

API (API Web Services)

Social messaging channels

Web widget

Closed ticket

Messaging

Instead, insert messages from these channels into a side conversation with the feature Insert ticket comments.

For more information, see the article: Adding ticket comments to a side conversation.