CC option for user in open ticket

[Laco]

Hi All,

Just wonder if there is a way to enable option to add recipient for the user in already open ticket.

There is option to add recipient when user is submitting ticket, but doesn't seems to be available once ticket is open.

[richm]

For the client side, I don't think it's possible once the ticket is open (via the web portal)

Via email you can enable in the Admin CP, under Settings > Tickets > Parser Settings

There is the option to:

Auto Add CC Users as CC Recipients
If Enabled, System will automatically add additional recipients in an incoming email as CC Recipients

The thing I've seen with this (which led me to turn it off) is that clients sometimes have a lot of "CC's" on an email and then I get lots of posts back into the ticket with "what's this thing emailing me for?" from CC's users on the client side who are only peripherally involved with the issue.

For us, it made a mess of the ticket thread.

Rich

[Laco]

It's a shame I think it would be nice to have this option available.
We are quite often coming cross customers request to add additional recipient.

The option you've mentioned I know and I have it enabled (so far no problem).