Client team notifcation of ticket interactions

[richm]

I have clients requesting the ability to have their entire team notified when tickets are created/updated/closed etc.

As it stands today, the only way I know how to do this is to manually add them 1 by 1 to as cc's to the ticket. I don't really want to do it this way, as if they all begin to reply about the ticket with internal (from their organization) banter about the ticket, it will all end up in the ticket thread in esupport and create a mess.

Can we consider a mechanism whereby you can subscribe a clients team members to receive all ticket interactions in email and yet not directly interact with the ticket (as would happen if they were the initiator of the ticket)

e.g.

Joe Smith at company XYZ creates a ticket. He interacts with the ticket as normal, his replies go back into the ticket in esupport.

The other team members at company XYZ want to know about tickets being created/updated/closed (But I don't want the notification emails interacting with esupport)

I would suggest being able to switch this on/off for each user within a company.


At the end of the day, I would still prefer clients to login to the portal to gain the benefit of IRS and the mandatory data elements that can be enforced...

But thought I'd throw this into the ring for consideration.

Regards,

Rich

[Jamie Edwards]

Could you use Managers for this and create different user groups?