This is our case:
Our clients are usually small organisations with less than 15 employees. If one of them reaches out to us, our answer usually is needed by 2 other colleagues as well. So we had an agreement that we mailed those 2 our answers as well in order to be quick and efficient.
Now we use Zendesk, and we can't send our answer to these 2 or 3 other employees. Well yeah, we can if we manually add them to CC.
We would love it if there would be a feature like:
1) be able to configure whether a persons is a 'contactperson' of a clients organisation
2) Zendesk would automatically sent each or our reply's to both the requester and all contactpersons.
It would save us and our clients quite some time and hassle!
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