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One of my customers wants to be included in any replies from Support if the ticket is logged by a different person in their organisation.

Can their email address be automatically added to the Cc field?

Another thread on this forum says it can be done with Dispatch’r but it seems this functionality is no longer available.

Thanks for your help on this.

You can add an automator.

Event

  • Ticket is raised

Condition 

  • Ticket fields set their company/org

Action

  • CC to enter customers email address

They will be CC’d on all tickets logged by their organisation which should allow for all updates for all tickets from support for their organisation.

Thanks, found it

Thanks @Zai for explaining it :)

 

Attaching screenshot for more context for other users here. You can define an automation like this to detect the requester email OR company name and add CC’s based on that.

 

Thank you!

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