"cc" clients contacts on tickets --

[raymond]

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]

Re: "cc" clients contacts on tickets --

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]

Re: "cc" clients contacts on tickets --

thanks! Pretty obvious once you see the "add" button (and click it)... :-)

//ray