Herodesk’s Got Your BackSee the release

Forward conversation

Free on every plan

Loop in anyone, keep the record.

Forward a full conversation or just one message to an email address outside Herodesk. The forward is saved in the history, so the thread still tells the whole story.

The problem

Some answers live outside your team

A courier has to confirm the delivery. A supplier has to check the batch. The moment you copy that into your personal mail, the helpdesk stops being the record.

  • Copy-pasting a thread into Outlook to ask a supplier
  • The reply lands in one person’s private inbox
  • No trace in Herodesk that anyone was ever asked
  • The customer chases and nobody can find the follow-up

Why teams love it

Ask outside without leaving

Forwarding keeps third parties in the loop while the conversation stays where your team can see it.

No copy-paste into private mail
Send the thread on from inside Herodesk, so the conversation and the question stay attached to each other.
Send exactly what is needed
Forward the whole conversation for context, or a single message when that is all the third party has to see.
The trail stays complete
Forwards and copies to email are written into the conversation history, so anyone can see who was asked and when.
Anyone can pick it up
Because it happened in the shared inbox, a colleague can follow up without going through your personal mailbox.

What’s inside

Simple, and properly recorded

Everything you need to bring an outside party into a customer issue without losing control of it.

Forward a whole conversation
Pass the full thread on when the other party needs the background, not just the last message.
Forward a single message
Send just the message that matters: an address, a photo of a damaged item, an order reference.
To any external address
Suppliers, couriers, colleagues in another system: anyone with an email address can be looped in.
Saved in the conversation history
Every forward and copy-to-email is recorded, so the audit trail of who was asked stays intact.
Works alongside side conversations
Forward when you just need to pass something on; start a side conversation when you need a thread of your own.
The customer never sees it
Forwarding is between you and the third party. It does not put anything in front of the customer.

Pricing

Free on every plan

Free, on every plan

Forwarding is part of the shared inbox on every Herodesk plan, including Free.

Included free on every plan, forever.

Get started for free

Customer stories

Read about our customers’ experience with Herodesk

Meet some of the businesses that use Herodesk for their customer service every day.

Pricing

Choose the plan that fits your needs

Alongside a free version with a selection of features, you can choose from three Herodesk plans. Then add a separate AI agent plan to suit your usage. Right now, you can try Pro free for 14 days.

Herodesk Free

For working on your own

$0

Herodesk Basic

Bring your team together

$34per user / month

Herodesk Plus

Spend less time on routine work

$57per user / month

Herodesk Pro

Keep service consistent as you grow

$80per user / month

Forwarding: bring in a supplier without losing the thread

Plenty of customer questions can only be answered by someone outside your team: a supplier who has to check stock, a courier who has to confirm a delivery, a colleague in a system that is not the helpdesk. Forwarding lets you send a whole conversation or a single message to any external email address from inside your shared inbox, so the question and the customer thread stay attached to each other instead of drifting into someone’s personal mailbox.

Every forward and copy-to-email is written into the conversation history, so the record of who was asked and when survives after the fact. When you need a proper back-and-forth with a third party rather than a one-off hand-off, side conversations give you a linked thread of your own instead.

Forwarding is included on every Herodesk plan, including Free, and used by webshops, B2B companies and SaaS companies across Europe. Herodesk is built and hosted in Scandinavia and 100% GDPR compliant. See pricing for what each plan includes.

Give your team time back

Start your free trial with free VIP onboarding. Meet a product specialist online and get personal help until everything is up and running to your satisfaction.

Ken Primby

Ken Primby

CEO · Pluspige

From a Herodesk customer

4–6

hours saved on cleanup after live sales

“Herodesk brought all our channels together, saved us several hours of manual cleanup after our live sales and gave the team a clear overview.”

Read the customer story