CC Entire Group

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6 Comments

  • McCabe Tonna
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    Hi Dylan, 

    How often are you looking to email an entire group?

    Are you CCing your agents? Group notifications would be more appropriate for that.

    I would think that a trigger looking for a tag + comment update would work then you can have the trigger notify the whole group, or if you needed CC's, you could have your trigger add CC's accordingly.

     

    Thanks,

    McCabe

     

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  • ramon.ico
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    I am also looking in to this issue and need to go back into previous tickets to add a group... is there a way to do this?

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  • Emily
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    Hi Ramon, 

    A Group does not have an email address associated with it, so a Group cannot be cc'd on an email; only the individual End-users in the Group can be cc'd. That said, there's nothing stopping you from cc'ing multiple End-users or Agents on a single ticket. Would that work for you?

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  • Daniel Sagayarajpeter
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    well, the members on the group has an email so, the system should be smart to pick those email and work

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  • Jeremy Walsh
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    I often have to CC regular groups of people on various tickets based on content that are NOT agents - for example heads of departments.

    There are times when I have to CC anywhere between 5 and 10 different groups of EXTERNAL people per ticket.  

    It would be ideal if we could add CC's to external address via email address so we are sure to get the right people notified.  Alternatively, the ability to bulk add a copy\paste of a number of email addresses at once into the CC field would be a less convenient solution, but faster than individually typing and waiting for the name recognition on each one.

    Thanks for your consideration, this would save me thousands of keystrokes per day.

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  • Jessie Schutz
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    Hey Jeremy!

    If you haven't looked at this option already, you might have some lucky here: Notifying External Email Addresses.

    This will allow you to notify these external folks without needing to CC them on the ticket. The only caveat to this is that any response they send won't be added to the ticket.

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