How to send support emails to all employees?

[Support Team]

RangerMSP User Question*

How can I make sure every employee gets to see every new helpdesk email?

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* Question received by email and shared here for the benefit of our users.

[Support Team]

Re: How to send support emails to all employees?

Answer

Each employee can select to increase their level of participation and select to be involved in any ticket email thread there is, e.g. get all customer and employee replies. This can be set by them individually under the Tools > Options > Tickets-2 tab (there are a few participation levels, so it's not necessarily any email in any thread).

It is important to note that the above refers to the email thread, e.g. receiving the actual customer email or other tech reply. I mention this because this differs from the following - Alerts.

In addition, each employee can select the level of email alerts they receive. Under Tools > Options > Alerts tab, they can select to be notified whenever any new ticket is opened.