Recent searches


No recent searches

Notify CC as a standalone action



Posted Dec 19, 2024

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

As an admin, I would like to send a notification of ticket creation to an agent when they submit a ticket on behalf of someone else. 

What problem do you see this solving? (1-2 sentences) 

We have multiple support teams and one of them needs to submit tickets on behalf of end users. They need to be copied on the tickets, so they log in and include themselves as CCs, but they can only be notified of the ticket creation when also emailing the requester. Our end users do not have log in access to their tickets, so we don't provide them details like ticket ID, but our agents do need access to their tickets. We want to send the submitting / CC'd agents a separate email with different information.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This happens whenever an agent submits a ticket on behalf of an end user - the agent doesn't have ready access to the ticket information and needs to spend time searching.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Currently [Notify by > user email] and the option current user, along with using 4 conditions

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would add an explicit option to the [Notify by > user email] for [submitter] and for [CCs] (so they can have a custom template).

 


1

2

2 comments

image avatar

Emily Reidy

Community Product Feedback Specialist

Hey Matthew,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

0


Hi @mfg ,
This a great use case and I have added my vote.  It sounds like you have a decent workaround in place.  I was looking at the options, and I see that we can also notify users that are attached to a ticket via User Lookup field.  Might it be helpful to your team to add the submitter as a User Lookup field to the ticket and notify that way?


 

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post