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Jeremy Sydney

Joined May 16, 2021

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Last activity Aug 21, 2023

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Jeremy Sydney commented,

CommentTriggers and automations

I need specifically to be able to add an End User as a CC on a ticket, because there are certain functions of the ticketing system that completely break if non-CC'd users communicate on tickets they're not CC'd on.  For instance:

We have a decision-maker subscribed to all ticket emails.  She responds to a ticket without checking in the portal that it's closed.  Her email generates a Follow-Up, her response becomes an Internal Note, and the Follow-Up is opened with the original ticket Requesters/CC's. We then have to manually add her as a CC.  This is only one example of how the ticket flow doesn't really "care" about non-CC'd responders.

She now has to check the portal for the status of the ticket before she communicates on it, which isn't the end of the world, but it adds overhead for her.  Being able to add her as a CC would lower overhead for both her and us.

View comment · Posted Aug 21, 2023 · Jeremy Sydney

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