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Customize CC list after ticket creation

Related products:Freshdesk
  • June 8, 2020
  • 6 replies
  • 55 views
O
Apprentice

How can we (or the customer) customize the CC list of a ticket after it has been created?

This is the scenario:

- Ticket was created with X emails in the CC list

- Other people was added later on in the CC thread

- There where other tickets merged into the initial one (CC is updated automatically, as far as I could tell)

- We need to remove a few of the people from the CC list and make it stick moving forward!


Doing it on every reply, on our side, is not manageable :-(

The customer did attempt (and us as well assuming the customer's identity) as described in "No way to add/edit CC after the ticket created" but the change does not stick, if we open the same pane minutes later, the full CC list is still there!

6 replies

A
Community Debut
  • art.bryman
  • Community Debut
  • August 20, 2020

This is also a huge problem with notes.  If I add a public note, all of the CC's get a notification, with the note details.  In reply, I can choose to remove the CCs.  In note, I don't have that option.  I want to let the ticket submitter know, but I want to select which CCs get the note.  


Hope this gets fixed soon, as I ended up sharing a note with most of the C-suite this morning.

A
Community Debut
  • art.bryman
  • Community Debut
  • August 20, 2020

This is a bigger problem with notes.  If I hit reply, I can remove CCs.  If I add a public note, I have no way of removing any of the CCs on a ticket.  I don't want to have toreply, just to have the ability to create a note with a specific audience.  


Just this morning, one of my notes went out to most of the C-suite, who happened to have been CC'd on an email I forwarded to helpdesk.


Art

A
Community Debut
  • art.bryman
  • Community Debut
  • August 20, 2020

This is a bigger problem with notes.  If I hit reply, I can remove CCs.  If I add a public note, I have no way of removing any of the CCs on a ticket.  I don't want to have toreply, just to have the ability to create a note with a specific audience.  


Just this morning, one of my notes went out to most of the C-suite, who happened to have been CC'd on an email I forwarded to helpdesk.


Art

A
Community Debut
  • art.bryman
  • Community Debut
  • August 20, 2020

This is a bigger problem with notes.  If I hit reply, I can remove CCs.  If I add a public note, I have no way of removing any of the CCs on a ticket.  I don't want to have toreply, just to have the ability to create a note with a specific audience.  


Just this morning, one of my notes went out to most of the C-suite, who happened to have been CC'd on an email I forwarded to helpdesk.


Art

A
Community Debut
  • art.bryman
  • Community Debut
  • August 20, 2020

This is a bigger problem with notes.  If I hit reply, I can remove CCs.  If I add a public note, I have no way of removing any of the CCs on a ticket.  I don't want to have toreply, just to have the ability to create a note with a specific audience.  


Just this morning, one of my notes went out to most of the C-suite, who happened to have been CC'd on an email I forwarded to helpdesk.


Art

A
Community Debut
  • art.bryman
  • Community Debut
  • August 20, 2020

This is a bigger problem with notes.  If I hit reply, I can remove CCs.  If I add a public note, I have no way of removing any of the CCs on a ticket.  I don't want to have toreply, just to have the ability to create a note with a specific audience.  


Just this morning, one of my notes went out to most of the C-suite, who happened to have been CC'd on an email I forwarded to helpdesk.


Art

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