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#501 AutoReplyText - send to CC list too.

open
Corey Trager
None
6
2011-10-07
2011-10-04
Scott Slater
No

I would like that auto-reply email to go not only to the original sender of the email that creates a ticket, but also to anyone else who may have been on the To: or CC: list. Is there anyway to modify the behavior such that it works this way?

What often happens is an internal dialogue occurs with ours customers via email without a direct email to support and then at some point one of them will CC the support email which results in the generation of a ticket, but the auto-reply email only goes to the original sender so if the thread of dialogue continues with anyone else on the email it results in duplicate tickets being created.

Thanks in advance for your help!

Discussion

  • Corey Trager

    Corey Trager - 2011-10-07
    • summary: AutoReplyText --> AutoReplyText - send to CC list too.
    • assigned_to: nobody --> ctrager
    • priority: 5 --> 6
     

  • Corey Trager

    Corey Trager - 2011-10-07

    I'm changing this to a feature request. I don't understand it though. Can you go through the steps in more detail?

     

  • Scott Slater

    Scott Slater - 2011-10-07

    No problem. What happens is that our Professional Services team members will work with our customers during and often after implementations of a solution. The customer often will email the Professional Services team members directly with questions instead of directly writing the support email associated with their solution.

    There may be a few back and forths between the Professional Services team and the customer before at some point someone involves our customer support team by then replying and CCing the support email linked to Tracker or adding the support email linked to Tracker to the list of recipients in the To field.

    At this point the auto-reply email would be received only by the person who first CCed or added the support email linked to Tracker to the To field. The other people who might have been involved in this email thread would not receive this auto-reply email so they might reply again to all the original recipients without knowing a ticket had been created and thus create a duplicate ticket. If all the people on the originating email had received the auto-reply email, they all would be aware that a ticket had been created for the issue.

     

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