Carbon Copy a ticket with a support user

  • Resolved MistaDan

    (@mistadan)


    7 years, 5 months ago

    We are using this plugin as part of a company intranet site. Employees make requests, but we don’t always know if the requests are valid. For these types of requests, we require that the employee include their supervisor on the ticket, but as a support admin verifying the request with the supervisor has extra overhead we want to reduce. Is it possible to carbon copy another user on tickets, so that they are also receiving email updates as a ticket is processed?

    FYI, the supervisors are also users on the site.

    Simplest instance, let’s say a new property manager requests business cards and wants his name to be listed as: McLovin. We fulfill the order thinking that he has supervisor approval, but he never reviews this with his supervisor. Ideally – both the property manager and the Regional Manager (supervisor) would be on the ticket the whole time.

    • This topic was modified 7 years, 5 months ago by MistaDan.
Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    Our Notifications add-on allow you to designate one or more email addresses to receive notifications of all activities on all tickets.

    If you need different email addresses for each ticket then the next version of our Powerpack Productivity add-on will include the ability to add unlimited email addresses to each ticket who can be notified of ticket events.

    Finally, the next version of the Notifications add-on mentioned above will include the ability to automatically notify the 3rd parties listed on each ticket. (Right now you can enter two 3rd party emails but there’s no notifications associated with them.)

    New versions of both of these should be available within the next 30-45 days if all goes well.

    I hope this helps.

    Thread Starter MistaDan

    (@mistadan)

    Thanks for info!

    Looks like we will wait for the next version of Powerpack Productivity. I assume we will have the ability to add users of any role (most of our users are just subscribers). Or will it just be a list of emails that we can add?

    Thanks again!

    Plugin Author awesomesupport

    (@awesomesupport)

    Hello:

    You will have two tabs at the bottom of tickets – one for email addresses and one for WordPress users (any role).

    You will also be able to add multiple email addresses to agents and support user profiles so that they can receive notifications at alternate addresses. If a user has a manager that always need to be CCed on all communications then it might be a better place to put the additional email address

    Thanks.

Viewing 3 replies - 1 through 3 (of 3 total)
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