Add Comment to Ticket without CC
AnsweredWe configure all End Users with the Access level "Can view tickets from User's org"
From the customer portal they can see all of the Tickets in their Org.
However unless they are explicitly cc'd they cannot comment on a Ticket.
Is there a way to allow Users to comment/edit All tickets in their Org?
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Hey Jeff -
There is not a way for End Users to be able to comment on tickets that they are not CC'd on. They need to officially be a part of the ticket in order to participate.
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bummer
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Nicole - the information you posted is not correct. They don't need to be on the CC list in order to comment on a ticket in their Org.
Setting up a shared organization for End-Users
"For Users, select Can view all org tickets, then, if you want to allow users to add comments to shared organization tickets, select And add comments."
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Hi Timothy,
Appreciate you jumping in here and answering this question with an alternative solution to CC'ing :)
You are correct, if the user is part of the organization and this option is enabled within their profile then they can comment on an organizations tickets without being CC'd.
Thanks again!
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