Allow multiple customer contacts to be associated with a ticket.

I see there is an option to CC another person in a ticket so they get an email notification but I want to have multiple requesters to a ticket so multiple end users can update that ticket.

More specifically, we have account managers that raise a ticket on behalf of the end customer. The requester is then changed to the end customer but now the account manager cannot see what the latest status is of the ticket they originally raised. Quite often, the account manager will be able to shed some light on a situation that the end customer may not have known. If we leave the requester as the account manager, they then have to forward the information onto the end customer.

It would be great to have multiple requesters added to tickets so they can review the ticket itself and update accordingly, right from the website.

I notice that this has been marked as "Not Taken". However, I think this is an important feature. For instance, please take the following scenario:

A customer emails us on our support email address, and CC's in numerous parties (potentially from both the customer and our company). They have obviously decided that these people should be kept in the loop regarding the issue of concern. A ticket is raised for that requester, and the portal is configured to automatically send updates (public notes, status changes, etc.) to the requester whenever they occur. A support agent then either adds a public note from the website or replies to the helpdesk notification email with the intent that the requester receive the update. However, the update is only sent to the single requester associated with the ticket, meaning that the chain in communication is subsequently broken with the other parties.

Having a "Requester" that is responsible for the ticket, and "Associated Parties" that receive updates and notifications relating to the ticket means that the support process is much more inclusive. The ticket should be visible to both the Requester and any of the "Associated Parties" should they log into the portal.

In the real world, a support ticket may be "owned" by a single person, but more often than not it involves and impacts several people and they should all be able to be included on the interactions involving that ticket.

We have the exact same issue.  Frequently an administrative person at a client's office will submit a support request and CC the company's IT person.  Sometimes a support request will involve a related third-party.  It's critical for us to keep everyone involved.  

We have the very same issue. We usually have several customers who need to update the same ticket, CC feature does not allow them to do so. We kindly recommend reconsidering to implement this feature.

We have the very same issue. It is difficult to make a follow-up, if a customer puts a colleague in CC and can not see the tickets and answers.

Hello,

There are various options through which you can involve multiple users in a ticket. Let's visit these options and you can pick any of these that you think might work for your workflow.

1. User A submits a ticket and CC's User B: This is a typical case where users copy multiple people to keep them informed about the events on the ticket. The CC'd users are free to collaborate and they can respond back in case if the actual ticket requester is unavailable.

@Blare mentioned earlier on the thread that if the agent or the user adds a public note by any means, they aren't sent to the users copied on the ticket. We'd recently branched out the CC notifications and now, you can alert CC'd users even if there is a public note added to a ticket.

2. Client Manager permission: Some users might want complete access to the tickets submitted from their company/domain. We call them the Client Manager and once you enable this permission for an user, he/she would be able to view all tickets submitted by anyone from the same domain. For more details, refer to Client Manager.

3. Ability to transfer ownership of the ticket: In some cases, the actual ticket requester might no longer work for the company or temporarily unavailable and they would want to transfer ongoing ticket threads to a different user. This can be done by editing the requester information on the ticket and providing access to the new user. For more details, refer to Edit tickets.

I hope we've covered all possible cases where you'd need to keep multiple users informed about the events on a ticket. If we've missed any, please add your comment below so that we can discuss further and see how we can solve your use-case.

Cheers!