Implemented Suggested 2/21/2019
28
votesAbility to send tickets in CC not individula mails
A check box to be able to send out mail in CC line. So the replay-s for the tickets would be visible for other recipients.
BK
Ben Katz
3/16/2019 6:40 PM
This would be great, but it should have an option to exclude technicians, as we don't want our clients to start emailing technicians directly.
An
Andreas
3/19/2019 10:25 AM
We are experiencing some issues that are kind of related to this suggestion in ideas forum.
If the ticket has multiple subscribers (Regular users) and the reply is sent to all subscribers (Regular users) then the subscribers (Regular users) are not aware that the reply/message was sent to all the subscribers (Regular users) because all the subscribers (Regular users) receive individual emails (To instead Cc).
And this generates another new issue:
I will try to describe user case.
The ticket is submitted by Regular User (john.smith@johnsmith.com) via email.
Comment timestamp: day/month/year hour:minute:second
Notifications about this comment were sent to: john.smith@johnsmith.com
Comment was received via Email. Message was sent To: helpdesk@helpdesk.com Cc: email1@example.com; email2@example.com;email3@example.com;email4@example.com
New ticket submitted via email
Email addresses john.smith@johnsmith.com;email1@example.com;email2@example.com;email3@example.com;email4@example.com are added as the ticket-subscribers.
Now the Technician writes and submits the reply.
Comment timestamp: day/month/year hour:minute:second
Notifications about this comment were sent to: john.smith@johnsmith.com,email1@example.com,email2@example.com,email3@example.com,email4@example.com
Now the reply is submitted by Regular User (john.smith@johnsmith.com) via email.
Comment timestamp: day/month/year hour:minute:second
Notifications about this comment were sent to: email1@example.com,email2@example.com, email3@example.com,email4@example.com
Comment was received via Email. Message was sent To: helpdesk@helpdesk.com;email1@example.com;email2@example.com;email3@example.com Cc:email4@example.com
Now the detail I would like to point out:
Since the update submitted by Regular User (john.smith@johnsmith.com) via email was addressed
To: helpdesk@helpdesk.com;email1@example.com;email2@example.com;email3@example.com Cc: email4@example.com
and because the same email addresses email1@example.com;email2@example.com;email3@example.com;email4@example.com were already subscribed to the ticket the email addresses received the email directly from the reply that was submitted by Regular User (john.smith@johnsmith.com) via email and the same email addresses received also the "Ticket-updated" email (Sent to both technicians and ticket-submitter (and all ticket-subscribers if any) when a new reply is added to the ticket) sent by the Helpdesk application.
This means that the email addresses receive the almost same email twice, first mail directly from the Regular User (john.smith@johnsmith.com) via email and the second mail "Ticket-updated" email that is sent by the helpdesk application.
It would be smart if the helpdesk application would send the "Ticket-updated" email only to those email addresses (to all ticket-subscribers) that are not on the TO: or CC: field. To avoid duplicate emails.
If the Helpdesk application would put/include all the ticket subscribers (Regular users) to the TO: and/or CC: fields when sending out replies message emails (ticket updates) then the ticket subscribers (Regular users) would be aware to whom the ticket update message emails were sent to.
If the ticket has multiple subscribers (Regular users) and the reply is sent to all subscribers (Regular users) then the subscribers (Regular users) are not aware that the reply/message was sent to all the subscribers (Regular users) because all the subscribers (Regular users) receive individual emails (To instead Cc).
And this generates another new issue:
I will try to describe user case.
The ticket is submitted by Regular User (john.smith@johnsmith.com) via email.
Comment timestamp: day/month/year hour:minute:second
Notifications about this comment were sent to: john.smith@johnsmith.com
Comment was received via Email. Message was sent To: helpdesk@helpdesk.com Cc: email1@example.com; email2@example.com;email3@example.com;email4@example.com
New ticket submitted via email
Email addresses john.smith@johnsmith.com;email1@example.com;email2@example.com;email3@example.com;email4@example.com are added as the ticket-subscribers.
Now the Technician writes and submits the reply.
Comment timestamp: day/month/year hour:minute:second
Notifications about this comment were sent to: john.smith@johnsmith.com,email1@example.com,email2@example.com,email3@example.com,email4@example.com
Now the reply is submitted by Regular User (john.smith@johnsmith.com) via email.
Comment timestamp: day/month/year hour:minute:second
Notifications about this comment were sent to: email1@example.com,email2@example.com, email3@example.com,email4@example.com
Comment was received via Email. Message was sent To: helpdesk@helpdesk.com;email1@example.com;email2@example.com;email3@example.com Cc:email4@example.com
Now the detail I would like to point out:
Since the update submitted by Regular User (john.smith@johnsmith.com) via email was addressed
To: helpdesk@helpdesk.com;email1@example.com;email2@example.com;email3@example.com Cc: email4@example.com
and because the same email addresses email1@example.com;email2@example.com;email3@example.com;email4@example.com were already subscribed to the ticket the email addresses received the email directly from the reply that was submitted by Regular User (john.smith@johnsmith.com) via email and the same email addresses received also the "Ticket-updated" email (Sent to both technicians and ticket-submitter (and all ticket-subscribers if any) when a new reply is added to the ticket) sent by the Helpdesk application.
This means that the email addresses receive the almost same email twice, first mail directly from the Regular User (john.smith@johnsmith.com) via email and the second mail "Ticket-updated" email that is sent by the helpdesk application.
It would be smart if the helpdesk application would send the "Ticket-updated" email only to those email addresses (to all ticket-subscribers) that are not on the TO: or CC: field. To avoid duplicate emails.
If the Helpdesk application would put/include all the ticket subscribers (Regular users) to the TO: and/or CC: fields when sending out replies message emails (ticket updates) then the ticket subscribers (Regular users) would be aware to whom the ticket update message emails were sent to.
BK
Ben Katz
4/17/2019 11:45 AM
This in conjunction with idea 5931 (https://support.jitbit.com/helpdesk/Ideas/5931) would massively improve Jitbit for us. Together, it would give the experience that most of our clients are expecting: emailing "support@" is how they talk to our team. They know who else their message is being shared with via the CCs, but otherwise it is private.
Alex
4/22/2019 7:36 AM
Tech
We've implemented this feature now on the hosted version, running it in BETA. Please test on your side folks
se
7/12/2019 7:14 AM
+1 for testing this on the "on premise" version
af
5/4/2021 6:38 AM
Are there any updates on this matter?
ru
3/14/2024 9:18 AM
Hi @Alex,
do we have any update on the CC: field to be added ?
do we have any update on the CC: field to be added ?
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