Fluent support

Yes. This would be a very useful next feature for our YDB FluentSupport Tools plugin.

FluentSupport already has email piping, but that is mainly the opposite direction: incoming forwarded emails become tickets. Their docs describe that forwarded incoming emails can create tickets, and their REST API exists on top of the WordPress REST API. ([Fluent Support]¹)
What you want is different: take an existing ticket and send it out as a normal email.

1. Best implementation idea

Add a “Forward ticket” button inside the ticket view.

When clicked, it opens a small modal:

```text
Forward ticket

To: [ email address ]
CC: [ optional ]
Message: [ optional note ]

[x] Include customer messages
[ ] Include internal notes
[ ] Include attachments later / phase 2

[Send forward]
```

The outgoing email would look like:

```text
Subject: Fwd: Ticket #123 - Original ticket subject

Forwarded by: Agent Name
Ticket: #123
Customer: customer@example.com
Status: Open
Link: https://.../support-agent-portal/#/tickets/123/view

Agent note:
Please check this case.

--- Ticket conversation ---

Customer:
Original customer message...

Agent:
Our reply...

Customer:
Next customer message...
```

1. Technically, yes, our plugin can do it

We would add this to the plugin, not FluentSupport core:

```text
ydb-fluentsupport-tools/
includes/
ticket-forward.php
assets/js/
ticket-forward.js
```

The PHP part would:

```php
register_rest_route('ydb-fs-tools/v1', '/tickets/(?P<ticket_id>\d+)/forward', ...)
```

Then it would:

1. Check that the current user is logged in.
2. Check that the user is a FluentSupport agent/admin.
3. Load the ticket and conversations.
4. Build an email body.
5. Send with `wp_mail()`.

Because it uses `wp_mail()`, the email should go through the same SMTP path already configured in WordPress / FluentSMTP.

1. Important design decision

I would not include internal notes by default.

Forwarding internal notes accidentally is dangerous. So default should be:

```text
Include customer messages: yes
Include agent replies: yes
Include internal notes: no
Include attachments: no, at first
```

Internal notes could be added later with a visible warning.

1. Phase plan

1. Phase 1 — safe version

Forward ticket text only:

```text
Ticket subject
Customer details
Ticket link
Conversation history
Optional agent note
```

No attachments. No internal notes.

1. Phase 2 — nicer version

Add:

```text
Include internal notes
Include attachments
Forward selected message only
Forward whole ticket
```

1. Phase 3 — FluentSupport-style integration

After we inspect their internal ticket/conversation structure on your installation, we can also add an internal ticket note like:

```text
Ticket forwarded by Maurizio to example@email.com on 2026-05-08.
```

That would make the action visible in the ticket history.

1. My recommendation

Yes — make this v15 or v16 of our plugin.

I would start with:

```text
v15 — Forward Ticket by Email
```

Scope:

```text
- Add red/small “Forward” button in ticket view
- Modal with To / CC / Message
- Send ticket transcript by wp_mail()
- Log result in browser
- No attachments yet
- No internal notes by default
```

This is much safer than trying to modify FluentSupport itself.

[1]: https://fluentsupport.com/docs/email-piping-email-based-support-ticket/?utm_source=chatgpt.com "Email Piping For Email-Based Support Tickets"