Email goes to customer instead of Technician.

[itognet]

Hi.

Q1:
From a ticket, I click Email Ticket as a PDF attachment. I choose Technician Service Form 1.
An e-mail is created with a PDF attached but the e-mail does NOT goes TO the Technician, but to the customer. - How do I change this ?

[Support Team]

Re: Email goes to customer instead of Technician.

When you send Ticket as a PDF attachment by email, The Ticket's Account or Contact email address is filled in the TO field.
In case you want to send it to employee/s listed under Employee Recipients for this Ticket (assuming you use the Email Connector) you need to fill your public email address (usually Support@...) in Cc or Bcc field. Email will not be sent to External Recipients (i.e. customer).

When sending standard replies they will be sent to the Public email address directly and automatically distributed to all of the Ticket recipients.