When you Forward a Ticket, there is an additional feature to Forward as a New Ticket.

In situations where you may need to consult with external third parties, who are not included in the Support workflow, this is a quick way to dialogue internally and branch into a new conversation outside your standard support Ticket process.

This feature can be used to forward a message or whole Ticket history. You can now immediately port this conversation into a new Ticket and assign it to the appropriate Agent or Team - without the original recipient knowing there is a conversation going on in the background.

To do this just tick the Forward as New ticket option in the reply box. A new Ticket will be automatically created and linked to the original.