If you would like to forward a ticket to someone outside the Teamleader Focus account, then just follow those steps:

1. Go to Settings > Shared inbox  "Preferences" Activate the slider "Enable third party ticket forwarding"
2. Go to the ticket in question and you will see the additional button "Third party" next to "Internal note" and "Public reply".
3. Click on "Third party".
4. Add a message to the third party. This conversation will not be visible to your customer.
5. Fill in a customer. This can be a known contact in your CRM or you can add a new one.
6. Click "Send to third party".

Note: This feature is activated per user, so only the user(s) that activate this slider in Settings Shared inbox will be able to see it and use it.