Need a way to add a permanent CC
My boss (the guy with the money, not an IT employee) sometimes wants to be copied on all replies, comments, etc on tickets tracking larger capital projects that he is funding. I don't want to necessarily add him as an agent (either permanent or occasional) because he still uses the portal as a regular customer.
It would be helpful if there was a way to add a "permanent CC" to a ticket that would receive all email notifications relating to a ticket that an agent would get without necessarily being an agent.
One way to accomplish this could be to allow a non-agent "CC" on an agent group where the "CC's" would only receive the emails that the group receive.
1 person likes this idea
Sorry that we've missed to answer this case earlier.You can setup a Dispatchr rule to automatically add an user to the CC on the ticket based on a certain condition .