Question
Can I add multiple requesters to the same ticket?
Answer
No, you can only have one requester for each ticket. Add CCs and followers instead.
For more information, see the article: Using CCs, followers, and @mentions.
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Edited Jan 19, 2024
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3 comments
Victor V
Thank you for that.
I have a question though.
If An agent uses a customer as the Requester, the custom message received by the customer is "A new ticket has been created on your behalf"
However, situations where this new ticket is meant to be an escalation to the third party and we would not want third party to see the message "A new ticket has been created on your behalf."
What is the workaround?
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Zsa Trias
Hi Victor,
You can probably add a tag to the ticket escalated to a third party so that you can differentiate third-party escalated tickets from normal proactive tickets. With this tag, you can create separate business rules to send notifications with the message you want for each one.
Also, you may consider creating email side conversations to create spaces in a ticket where agents can collaborate with a specific group of people, or discuss third-party escalations.
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Hana
Hi team,
Just wondering is there a way to be visibly notified that a specific ticket was created based on an email sent to multiple requesters (aka emailed to the agent and several people in cc that are outside our organisation)?
I understand that we are able to see the original email and people cc'ed in it, but that means manually checking.
Many thanks!
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