The issue that I am having between CC and shared tickets is that the experience is very inconsistent and easily leads to communication breakdowns or upset customers in Freshservice.
As of right now CCs work just like emails (kind of), if a requester CCs a user to a ticket, the CC will get the direct email communication and also an email from Freshservice “Note added to Ticket”. Meaning the CC will get 2 notifications emails for 1 update. If he CC user doesn’t reply all and replies directly to the ticket, the original requester will not get any email notifications (not ideal). The same also occurs if the requester doesn’t not click reply all, the CC user on the ticket will not get any updates (not ideal).
These 2 issues lead me to wanting to lean on the Shared Tickets feature. If the requester adds a shared user to a ticket then they should be updated on all activity that the original requester gets updated on. This should also apply to any public comments that either the original requester or the shared user add to the ticket. Both parties should always get any updates in relation to the ticket. This is my feature request.
The original requester and shared ticket user should get all the following notifications via email.
- Ticket Approved or Rejected
- Requested Item Stage Change
- Agent closes the Ticket
- Agent solves the Ticket
- New ticket shared
- Note added to Ticket
- New ticket created
