>
> The cc’ed agent would get a notification to alert them that the sender is
> expecting them to also
> be reading this email thread.
>
> In the cases we have, the To: agent gets the ticket and works it, and the
> cc’ed agent
> never sees it at all. We would like a way to alert the cc’ed a
Hello Leah, I believe that can be done using the watch function, that way
agents can be notified of tickets they are watching.
Regards
2014/1/15 Leah Kelly
> The cc’ed agent would get a notification to alert them that the sender is
> expecting them to also
> be reading this email thread.
>
> I
The cc’ed agent would get a notification to alert them that the sender is
expecting them to also
be reading this email thread.
In the cases we have, the To: agent gets the ticket and works it, and the cc’ed
agent
never sees it at all. We would like a way to alert the cc’ed agent so that they
> have the ticket go into/be visible in both agents queues (but remain one
ticket)
no. but the agents can be configured to see multiple queues.
> send an agent email notification out to the cc’ed agent, letting them
know they’ve been cc’ed in ticket#
Why wouldn't the cc'd agent get the email not
Hello,
I have cases where sometimes agents will work together and one agent is cc’ed,
is there a way to either:
- have the ticket go into/be visible in both agents queues (but remain one
ticket)
- send an agent email notification out to the cc’ed agent, letting them know
they’ve been cc’ed in
