Answered

dispatcher rule to autoforeward ticket to serveral contacts

One of our customers asked us to auto add several contacts as a cc into the ticket thread.


Example:


Contact A works for company X. 

Contact B also.

Contact C also.


Contact A logs into the customer portal and creates a new ticket. Now he wants auto include Contact B and C into the ticket as CC.


He can do this manually after he created the ticket, but he wants this to happen automatically.


I tried to create a dispatcher rule and a supervisor rule, but both don't have the possibility to send emails to other persons than agents.


How can I comfort this customer? Is there a solution?


Thanks in advance,


Remi 


Best Answer

Hello everyone,


I would like to tell you that we now have a solution for this workflow!


In the Dispatch'r rule, you have an option to "Add CC" in the list of actions. So, you can create a rule that says, whenever a ticket comes in from john@abc.com, add peter@abc.com and mark@abc.com in the CC list. 


Let me know if this helped, guys! 


Thanks,

Anna


3 people have this question

This is exactly what we want to do.  Was there ever any solution to this?

I would like to do the same thing as well.

Answer

Hello everyone,


I would like to tell you that we now have a solution for this workflow!


In the Dispatch'r rule, you have an option to "Add CC" in the list of actions. So, you can create a rule that says, whenever a ticket comes in from john@abc.com, add peter@abc.com and mark@abc.com in the CC list. 


Let me know if this helped, guys! 


Thanks,

Anna

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