At the moment when either a Requester or a CC replies to a ticket, the same notification is triggered: Email Notifications > Agent notifications > Requester Replies to Ticket
I believe that a new 'CC Replies to Ticket' notification should be added.
I also believe that at least 2 extra placeholders should be available for this notification (for 'CC name' and 'CC email') with more welcome (ie for 'CC phone', 'CC company' etc)
+1 for CC Name and CC Email placeholders. When I receive a new ticket notification, I have no way of telling if someone was CC'd by the requester.
+10 for this. As much as all these support systems want us to work through their portals, email is still the most universal and efficient method as that is where we spend a lot of time. Therefore, being able to view tickets and respond transparently to the end users is a hugely important feature. So not having at least CC Name and CC Email placeholders is a huge loss and having us look into other systems.
Has this been done yet? I would like to have a placeholder that I can include in email notification bodies that show all people who are going to get a reply via email. Currently when you get an email notification you don't know who a reply is going to go to unless you click the link and view in agent portal. Something like:
{{ticket.all_emails}}
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
