Send email notification to end user in CC

Is there a possibility to add mail notification options for end users in cc? Notification opt-out would also be useful.

Currently users added to cc aren't informed about this - they have to go to the portal or I have to tell them. Then they can see th whole ticket with comments.

My goal was to add someone to cc and ask to review the ticket and approve something via comment.

Or you implement a mention feature to trigger a notification?

Actually I can only add someone via cc, inform the user about it via mail and ask them to visit the portal, read the ticket or comment and then approve via comment….not really nice and handy.

Find more posts tagged with

Ticketing

New

Status: New

Comments

fgeis

Seems that there was a strange constellation and everythis ist working as expected. @GyulaMucsi you can delete this idea

fgeis

Hi @GyulaMucsi,

ok that what I expected, but it wasn't the case.

Here is my config in the helpdesk service:

So in my opinion I (as assigned agent) should get notifications when someone in CC adds a comment and users in CC also should get the notification when I comment.

Both isn't the case actually.

I opened a support ticket.

GyulaMucsi

Hi @fgeis,

Users added to cc on tickets should receive email notifications about updates on the ticket.

These users receive the same notifications as "End users", e.g. the submitter.

Please make sure that the Admin/Helpdesk/Helpdesk Services/Email notifications are configured to allow this setting.

If you continue to experience this issue please open a support ticket so our team could investigate.

Quick Links

Don't forget to Vote!

If you found this discussion useful, why not register/sign-in? It only takes a minute to add your support and vote for a new feature!