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CC Notification Question

  • January 23, 2023
  • 3 replies
  • 0 views
Jake11

So today we have these settings in place (within Objects and Rules > Tickets > Settings):

What I dislike about this, is that this same template appears to be used for both notifying CC on 1) Ticket Creation and 2) Ticket Updates. Is there a way I can ditch this template and just use normal triggers that send to Requester + CC that are more specific (1 template for ticket creation and 1 template for ticket update).

How do I do this, do I just clear out email subject/text in this area? 

Also, I noticed when testing out our current setup. If I e-mail our support address from EmailA and CC EmailB, that EmailB does not get notified of the ticket creation, they only get the actual email from EmailA - why is that?

      3 replies

      Dane13
      • Dane13
      • February 1, 2023
      Hi Jake, 

      You can refer to Configuring CC and follower permissions, for the new experience for CC. I have tried it on my end and it will no longer send notifications for CC only for followers.

      Regarding the CC not receiving the notification for received requests, it's possible that your trigger for such event does not include the CCs. Please check your triggers to confirm. 
       

      Jake11
      • Jake11
      • Author
      • February 1, 2023

      Hi @dane13, 

      I guess let me rephrase my question a bit. Using my screenshot as reference, how do I go about NOT using what is in the "CC email text" box and instead e-mail CC's via triggers? I'd like to ditch this CC email text all together, and instead update our triggers that email requesters to email both requester and CC's (instead of using this CC email text).

      Thanks!
      Jake

      Dane13
      • Dane13
      • February 2, 2023
      Like what I previously mentioned, I have used the option CCs and Followers experience and it no longer uses the template for CC but it will only be for followers. Please review the feature on the article I provided above before you enable it. If you encounter any issues, feel free to contact our support directly.
       

      New settings:
       

       
       
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