Last updated: 2019-09-18

Source: https://support.freshservice.com/support/solutions/articles/50000000495-is-it-possible-to-forward-the-ticket-to-a-non-agent-whenever-a-new-ticket-is-created-

We would not be able to automatically forward a ticket to an non-agent whenever a new ticket is created, however we would be able to use the CC option available in workflow automator, you can configure a rule which adds the non agent as CC onto the ticket, which in turn would trigger a notification to the non-agent. Also, agents can forward the ticket manually to another user in the system.