Jitbit Helpdesk - Default settings for ticket subscribers. : Ideas forum

New Suggested 2/28/2023 by Marcus Leonard

1

votes

Default settings for ticket subscribers.

An email request often has other people in TO or CC and we usually want these to be potential ticket subscribers. The default setting is for them all to be added as subscribers and to receive ticket updates.

This has sometimes bitten us, if one person replies to the ticket with sensitive/confidential content, it gets sent to everyone. That person didn't reply-to-all, so they didn't expect everyone to get it.

Suggestions...

1. When the default setting is enabled, to add all TO/CC-ers to the ticket, add a second setting to enable/disable the default reply setting. So you see all your subscribers on the ticket, but maybe only the origina sender automatically gets replies.

and/or

2. When the default setting is NOT enabled, you only see the original sender as subscribed, but there's a widget to add potential subscribers based on the TO/CC fields in the email.

Anonther idea would be to have a widget on each ticket which allowed you to set which subscribers are checked by default.

Marcus Leonard

Should have clarified that last line. I meant set which subscribers get any reply notifications by default. (The ones you tick in the ticket UI persist, but all subcribers get emails if one person replies by email.)

2/28/2023 8:29 PM