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The last option is not an actual forwarding. It doesn't forward the content. It's just a notification that some ticket requires someones attention or action. Is there a way to forward externally the content of the ticket?
There is one more option in Zendesk - Side Conversations. With the help of it, you can forward the content of the ticket to external users. Here, you can find more information about this: support.zendesk.com/hc/en-us/articles/4604286879642-Creating-side-conversations
