Sometimes I have the need to CC an additional requester on a ticket. Also perhaps a ticket could be “owned” by multiple requester’s?
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Additional Requesters
Hi Chris
Thanks for raising this requirement.We have completed the ‘CC’ feature. We will be releasing this soon.
Also, can you also explain the scenario for “Multiple requester” ?
Thanks and regards
Vijay
Awesome I can’t wait to see the CC feature!
As far as Multiple Requesters, it kinds goes hand in hand with the CC feature. So let me explain.
At times I have a user that sends in a ticket and I reply and I want to keep their manager in the loop so I want to CC them. Other times I want the Manager participating in the ticket along with the user, which would be multiple requesters/owners/creaters. I could CC the manager each time but I would prefer to have an option that say makes the CC “sticky” perhaps. Does this make sense?
Hi Chris,
Sorry for the delay. We discussed this feature and once we bring the CC feature, we will also bring this option too and automatically include the person in CC will be kept in the loop.
Regards
Vijay
What is the status of this, apparently planned for more than a year now? Bottom line, we need more specific control over cc's:
Add another customer email(s) to all public correspondence.
Add agent(s) or agent group(s) to all correspondence (even notes, and even if there has been no public response yet to which they could have been added). And, given the myriad possibilities for confusion, keep a record of all (B)CC's. Thanks.
Add another customer email(s) to all public correspondence.
Add agent(s) or agent group(s) to all correspondence (even notes, and even if there has been no public response yet to which they could have been added). And, given the myriad possibilities for confusion, keep a record of all (B)CC's. Thanks.
Hi,
It's great to see the CC feature however I haven't been able to add a CC once the ticket has been created.
example: Our client Aramco has several refineries and each refinery has their own IT dept. One person from a refinery contacted us with a problem which we started working on and at the same time someone else from another refinery contacted us with the same issue. We would like to bring those people in as well as cc others from the different refineries so everyone is on the same page.
Is it possible to add an additional requester or CC someone when the ticket has been created?
It's great to see the CC feature however I haven't been able to add a CC once the ticket has been created.
example: Our client Aramco has several refineries and each refinery has their own IT dept. One person from a refinery contacted us with a problem which we started working on and at the same time someone else from another refinery contacted us with the same issue. We would like to bring those people in as well as cc others from the different refineries so everyone is on the same page.
Is it possible to add an additional requester or CC someone when the ticket has been created?
Ditto - I want to add people to the CC field after the ticket has been created. This is an essential feature please.
I consider the item critical! Many times I work with multiple individuals from a client company on the same issue. Please augment the CC functionality!!
I would like to +1/Like for this feature. Sometimes the "Supervisor" needs to be in the loop but they do NOT have access to see all tickets for security issues. Can we get an update on this?
Thank You,
Ron Kramer
Hey guys,
Sorry for the delay in updates. We have implemented the feature of adding people in CC after the ticket has been created. While replying to an existing ticket, you can add more people in CC. The entire ticket thread will be notified to them after they are added.
Gayathri
I don't think the CC implementation handles the multiple customer requestor issues. Is this still open for discussion? This is literally the ability to assign, manage and see all of the customers who own the ticket action or need to be partnered in the resolution. I am not sure CC accomplishes this as the owner and thus the ticket, is still only one individual. This, the other individuals in the CC are not accessible by widgets and applications that act on the "requestor" field.
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