Hi, is it possible to move everyone other than the mailbox for the ticketing system into the CC field. We are seeing more tickets where people are not getting the replies.
Thanks
Hello Paul! We have a task for that but at the moment it is not scheduled for the implementation. You could add a note to the notification that all additional recipients should be added to 'CC' field of e-mail messages. Another option is to process the incoming messages for new tickets through a Power Automate flow: thus you will have an opportunity to add contacts from the 'To' field as CC in the new ticket. If you need help with configuring it, let me know.
Hi! We would like to implement this via a power automate flow (moving all individuals on the To line to CC except our helpdesk email). Do you know the best way to implement this?
Hello, Jake! There is no need in this: yesterday we published the feature that adds all 'To' contacts to the 'CC' field in the new ticket. If there are any issues with that, please let us know.
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Seems to be working, thank you!