Sales and Design team will be CC'd on a ticket as end-users who will work together for a task (we will use tags to differentiate them from true end-users or requesters). Sales will prepare and submit a Customer Information Form to the design team. Since email notification for ticket updates only occurs when there is a public reply, how could the Sales team know if the CIF sent to the design team was approved or if there is any other concern by the design team that requires the sale's action?
How can a CC'd user track updates when another CC'd user response/create private note
Hi @grace15!
You could utilize a trigger to perform this action or modify the notification trigger already in place to notify the CCers as well :)
Let me know if you have any additional questions!
-Brandon
Thanks, Brandon! How about if the setup is like this:
When a ticket is created, the assignee will create an email side conversation and send it to Sales and CC Design team. When sales reply to the email side conversation, the assignee gets notified by trigger
Meet All: SC is replied to; Assignee is not requester; Assignee is not current user
Action: Email user Assignee
Question: Is there a way to also notify the CC in the email SC of the said reply? and/or can the sales get notified when the cc in the email SC replies?
Thanks in advance Brandon!
Hi Grace,
I'm so sorry for the delay in response here.
There is a way to do what you ask but it's a little outside the scope of this forum. Please message me directly if you still need assistance with this.
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