An ops assistant for your inbox
ForwardThis for support teams
Support teams run on email. Stray customer emails, escalations, bug reports, refund requests, complaints: they all land in your inbox, and they all need actioning. ForwardThis actions them for you. Forward the email, add some simple instructions, and it does the work in the apps you already use.
Alan Prescott
Still locked out of my account
Your instructions
Raise a ticket for this with Alan as the requester, marked high priority.
Zendesk
Raise a ticket with Alan as requester
High priority
You receive a confirmation email once complete, with an undo button that works for 24 hours.
Setup in 30 seconds.
The emails support teams deal with every day
ForwardThis takes on the repetitive tasks you would normally delegate, or switch between apps to deal with yourself. Each one of these can be actioned from a single forwarded email.
A customer email that lands in the wrong inbox
“Raise a ticket for this with Sarah Whitby as the requester.”
The email becomes a ticket under the customer's own name, so their history stays in one place.
An escalation
“Open an urgent ticket and post it in #escalations.”
The ticket is in the queue marked urgent, and the team sees it once you approve the message.
A bug report
“Add this to the Known Issues page, under payments.”
The report is added to the page, so the pattern builds where the product team can see it.
A complaint from a key account
“Raise a ticket marked top priority and assign it to Marta.”
The complaint goes to the top of the queue with an owner, instead of waiting its turn.
A refund request
“Pass this to billing as a refund request.”
The request lands with the billing team, with the customer's email attached.
The weekly themes summary
“Turn each theme into a row on the Ticket Themes sheet.”
The themes become rows in the sheet, so the monthly review starts from data, not memory.
A thread a teammate needs context on
“Add a note to the Barton thread with what the customer agreed on the phone.”
Your note sits on the conversation, visible to whoever picks it up next.
A feature request inside a support email
“Log this on Ana's profile as a note.”
The request is saved on the customer's profile, where the product team can find it.
Praise worth sharing
“Post this in #wins with the customer's name.”
The message is shown to you first, and posted once you approve it.
What is ForwardThis?
ForwardThis is an ops assistant for your inbox. It turns email into action, without the hassle. Compatible with over 145+ of the apps you use every day.
Works with any email
Compatible with any personal or professional email provider. Gmail, Outlook and more.
145+ apps
Works across all the apps you already use every day. With more being added every month.
Setup in seconds
No complex setup, apps to install or workflows to build. Sign up, forward, done.
Secure & private
ForwardThis only acts on the emails you send it, and no data gets retained after actions have been completed.
How it works
Forward an email
Forward any email, along with a quick note. Save the attachment. Add this to my calendar. Create a task. Update a record. Send a message on Slack. One email can ask for several things at once.
ForwardThis does the work
It reads your email, then connects to your existing apps & tools to carry out the job. No workflows to build. No copying and pasting between tabs.
Done.
ForwardThis replies when it’s done. With a short summary - and an undo button if something doesn’t look right.
Try it with a real email.
Forward any work email to the address below and see what ForwardThis can do. No signup required.
Occasional product emails may follow.
Workflows support teams use
FAQs
- How do support teams use ForwardThis?
- By forwarding the emails that carry work in them. A stray customer email becomes a ticket under the customer's own name. An escalation gets flagged to the team. A bug report joins the Known Issues page in Notion. A refund request goes to billing. Each one can be actioned from a single forwarded email.
- Does it work with the helpdesk a support team already uses?
- Yes. It works with Zendesk, Freshdesk, Help Scout, Gorgias, Intercom, Front, Slack, Notion, Google Sheets and 145+ other apps. Each app takes one click to connect, and once connected it stays connected.
- Can it raise the ticket under the customer's name?
- Yes. Forward the customer's email, and the ticket is created with the customer as the requester rather than you. Replies reach the customer, and the conversation sits on their record with the rest of their history.
- Does it work with Front?
- Front connects, and ForwardThis can add comments to a conversation so your team has the context. It does not create new conversations in Front today. For raising a new ticket from an email, Zendesk, Freshdesk, Gorgias and Help Scout are all covered.
- Can my team use it too?
- We're working hard on getting our team plan ready to launch. If you'd like to use ForwardThis for your team, please email us for more information.
- What happens to customer-sensitive emails?
- Your email is processed securely and used only to carry out your instructions. ForwardThis keeps it just long enough for you to press undo, then deletes it completely. Nothing is stored long term.