How to assign a ticket to a second group if they are CC'd on the request | Community
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How to assign a ticket to a second group if they are CC'd on the request

  • February 26, 2021
  • 1 reply
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A
  • Anonymous

I recently had an issue where a ticket was intended to be requested for two groups, but one group did not receive the ticket. I think this was because in the requesting email, one group was in the "To: " category and the other was merely CC'd. Is there a way to ensure that if a group is CC'd in an email they also receive the ticket or are at least notified of it by e-mail?

Any help will be appreciated.

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    1 reply

    A
    • Andrew42
    • February 26, 2021

    A ticket can only be assigned to one group and one agent.
    As far as I am aware, a support email cannot be CCed.

    The only way I know to notify a second group would be to assign the ticket to that group. An agent could assign it to the other group and it would be possible I think to put in place a method to get the ticket to be reassigned back to the original group automatically.

    There is no way that the user can send it to two groups.You could potentially do this with automations based on the content of the user email. But that seems unlikely to be reliable.

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