Enable Forwarding of Emails with Attachments in Frappe Helpdesk Conversations

[fmarslan]

Is your feature request related to a problem? Please describe.

Yes, this feature request addresses a common problem we face when handling customer communications. Currently, there is no straightforward way to forward an email conversation along with its attachments to an external email address. This becomes frustrating in scenarios where:

A support ticket involves external collaborators or vendors who need access to specific conversations and their attachments.
We need to share emails with attachments manually, which requires downloading the files and composing a new email, adding unnecessary steps and potential errors.
This limitation slows down our workflow and increases the time spent managing email communications outside the Helpdesk system. A built-in forwarding option would eliminate these challenges and improve efficiency.

Describe the solution you'd like

I would like to see a "Forward" option integrated into the Frappe Helpdesk conversation view. This option should allow users to forward an email, including all its attachments, to an external email address directly from the Helpdesk interface.

The solution should work as follows:

Forward Button: Add a clearly visible "Forward" button in the email conversation interface.
Recipient Field: Upon clicking the "Forward" button, a prompt or modal should appear where users can input the recipient's email address.
Include Attachments: Ensure that all attachments from the original email are automatically included in the forwarded email.
Email History: The forwarded email should retain the original email's content (body and subject line) for context.
Audit Trail: Keep a record of the forwarded email in the Helpdesk ticket for transparency and tracking purposes.
This feature would streamline the process of sharing email communications with external parties and save significant time for our team.

Describe the alternatives you've considered

Manual Forwarding via Email Client:

We considered manually downloading the email content and attachments from the Helpdesk system, composing a new email in an external email client (e.g., Outlook or Gmail), and attaching the downloaded files.
Drawbacks: This process is time-consuming, prone to human error, and disrupts workflow by requiring users to switch between platforms.
Sharing Helpdesk Access with External Parties:

Another alternative is granting external collaborators access to the Helpdesk system so they can view the ticket details directly.
Drawbacks: This poses security and privacy concerns, as external parties would gain access to more information than necessary. It also requires additional user management and training.
Exporting Email Threads as PDFs:

Exporting email threads as PDFs and manually attaching them to a new email was another potential workaround.
Drawbacks: This method is cumbersome, does not include original email attachments in their native format, and can lead to formatting issues or loss of context.
Third-Party Integration:

Using third-party integrations or middleware to forward emails was considered.
Drawbacks: It requires additional setup, maintenance, and costs, making it less feasible for a simple use case.
Each of these alternatives falls short in terms of efficiency, ease of use, and maintaining the integrity of the original email, which is why a built-in forwarding feature in Frappe Helpdesk is the most effective solution.

Additional context

No response