The "Forward via email" feature is missing in a ticket

Issue symptoms

I am unable to forward a message from a customer in a ticket created within Zendesk.

Resolution steps

The Forward via email option forwards the first message from an end user to an internal or external user in a side conversation. However, the feature is not available in the following channels:

• API (API Web Services)
• Social messaging channels
• Web widget
• Closed ticket
• Messaging

Insert conversations from these channels into a side conversation using Insert ticket comments.

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