"CC" an external E-mail when answering ticket
It would be nice when we answer a ticket to be able to "cc" any E-mail address so that someone outside the database could receive a copy if needed
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Andrea Franchi commented
agreed
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Ian commented
Most common request I get regarding our support process... would definately be an improvement.
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Anonymous commented
b2c generally doesn't need this, but almost all b2b use cases need this
i.e. employee emails helpdesk and cc his manager, the manger also wants to know whats happening, but has no reply, then when he replies to original email to chase for update as he has seen no reply, it creates another ticket.... we have seen this a lot
phase 2 of this feature might be to have an unsubscribe link for the people in CC if they want to be removed from notifications
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Anonymous commented
agreed