It appears that you can automate a reply to only the Requestor. Many of our inbound tickets have multiple CC recipients as well. We would like the ability to include these other recipient in emails sent via Scenario Automation.
thanks
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Reply All Via Scenario Automation
I agree I only realised this a few days ago.
As a result It doubled my customer support load, I had to go back and resend all of the emails manually to CC people in.
It would be great to add this feature.
As a result It doubled my customer support load, I had to go back and resend all of the emails manually to CC people in.
It would be great to add this feature.
I have also noticed this in the ticket menu if you select multiple tickets-->Bulk Actions-->Bulk Reply. The bulk reply is only sent to the requestor and not the cc'd people on the email.
We had some connectivity issues today with our application and received quite a few tickets in a short period of time. A canned response was drafted and sent through the bulk reply. I am just now noticing that none of the cc'd recipients received these critical notifications from our agents.
This is a pretty big issue for us, as often times we need to automate a scenario or send bulk replies for critical situations. We need to make sure the message is sent to all recipients not just the requestor.
Thank you.
+12Hi,
In such cases, you can create a new scenario automation that would add a note on the ticket. You can execute this scenario on the list of tickets and it would in turn trigger the Note added notification to all the users including the CCd email addresses.
Cheers!
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