CC and BCC Fields When Creating Side Conversations via Macros
Hi,
When agents use Side Conversations via the ticket view they have the option to fill in the following field:
To:
CC:
BCC:
When we are creating a macro that the agents can use to create Side Conversations with pre-filled values, the only field that we can populate is the "To" field:
Please, take into consideration adding the "CC" and "BCC" fields for email recipients of the Side Conversation when creating a macro.
This would be very beneficial for our agents' work and will safe significant amount of time when creating Side Conversations.
Thank you in advance.
Regards,
Yanko Chakarov
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Official comment
Thank you for your feedback here and for bringing this to our attention! Great suggestion, we agree it should be added to the macro form. I've added this feature request to our backlog for future consideration. We don't have a timeline or solid date to promise for release just, but I'll update this thread as soon as I am able with more information. In the meantime, please continue to show your support by upvoting this post and provide us with your individual use cases in the comments. Shawna and the Community team will continue to monitor this post for feedback.
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+1
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+1
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We need to be able to BCC Trustpilot on our feedback emails. We would prefer to do this via a regular (not side) conversation. In the interim, it would be extremely helpful if we could add a BCC to a side conversation using a macro. That way our agents can send review requests in one click
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+1
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This would be enormously helpful. Side Conversations are critical for many ticket flows and often lead to an unintentional drop in response times due to the lack of notification options.
Defaulting to bcc the agent creating the side conversation is something we'd absolutely love to have.
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