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Additional Customer Emails

Related products:Freshdesk
  • December 3, 2015
  • 1 reply
  • 12 views
C
Contributor

If 50 people raised tickets that are essentially the same ticket, we like to merge them and only have 1 ticket to work from which Freshdesk does quite nicely... Great! So what's the problem?


Well, when we then resolve that issue, we'd like to inform ALL the users that logged tickets with 1 reply and without having to dig through all the added tickets and find the email addresses and add them to the Cc of that email...


Would it be possible to have a section where you can client watchers or secondary users to tickets so that every time you click reply on a ticket, it sends to a number of people (in the to field) rather than replying to 1 person with whoever was on the last cc's)

1 reply

aravind.sundararajan
Skilled Expert
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Hello Chris,


The merge option now allows you to add the contacts in the secondary tickets as CC in the primary ticket. This way, all the contacts will be added to the single ticket that you'd like to maintain for the issue. 


Alternatively, you can also use Linked tickets app to manage similar requests from different users. You can create a tracker ticket to which you can link all the customer raised tickets and then use broadcast option to send out a message to all the linked tickets.


Cheers!

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