View Full Version : "cc" clients contacts on tickets --
raymond
April 20th, 2011, 02:05 PM
is it possible to set up accounts so that a specific contact at a client site can automatically get included in the communications that the alerts generates when a new ticket is created via the email connector?
thanks --
//ray
Support Team
April 20th, 2011, 02:17 PM
Customer Alerts are sent to the email addresses added as External Recipients for the Ticket.
Currently you cannot have the system automatically add a default email recipient when a Ticket is created, except for the email address stored under the Email1 field for the Account (for manually added Tickets).
With the email connector it works as follows:
When a new Ticket is created via the email connector (i.e. the customer sends in an email that is being automatically converted into a service Ticket) the Sender email address is automatically added as an External Recipient.
I believe that we've recently received a very similar request to this and I will make sure I update it to reflect the email connector scenario as well.
Thanks,
Dina
raymond
April 26th, 2011, 08:57 PM
thanks! Pretty obvious once you see the "add" button (and click it)... :-)
//ray
vBulletin® v3.6.8, Copyright ©2000-2024, Jelsoft Enterprises Ltd.