Internal tickets with mails to external receivers

HelpDesk Microsoft 365 version
1

Hi,

we are using the software for an internal IT helpdesk. There are some cases, where we want to contact an external company for help. We would like a have this communication inside the user tickets.

Is there a function I didn’t see or do we have to build a solution for that. If so, what would you recommand.

2

Hello!

You can try several approaches for your case:

  1. Add the external company in the CC field of the ticket. This way, you will be able to communicate with them directly. However, please note that the client will also see these messages.
  2. Create multiple HelpDesk instances. One can be used for communication with the client, and another for communication with the external company.
  • If you have a ticket that you need to involve another company in, you can simply forward it from one HelpDesk instance to the other.
  • Alternatively, you can manually add a link to the original ticket in the ticket created with the external company in the second HelpDesk instance, and copy the necessary details there.

Best regards,
Aleksandra
Plumsail team

3

I see.

Thank you for your answer.