External Recipients

[David Halvorson]

There are times we want to send an email about a ticket to employees only and not include the customer. How do we exclude the customer for a single email without removing them from the external recipients of the ticket emails?

[Support Team]

Hi David,

Please review this guide about employee correspondence and internal distribution. The guide also points to a useful video.

I hope this helps.

Sheli

[David Halvorson]

Is there a way to default to NOT enter contact emails in the External Recipients of the ticket. We do not want to automatically include the customer in most correspondence. That being the case, to include the customer, do we simply add the customer email address in the TO field following the support@yourdomain.com address?

[Support Team]

You can disable adding External Recipients automatically by un-selecting the Automated Ticket Recipients option found under Tools > Options > Tickets (Admin) tab.

To include the customer you should add their email address as an External Recipient under the Ticket before sending your email to the public email address. While you can always add the customer email address as another email recipient to your email this is not the recommended method.

HTH,
Sheli