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Ability to forward or change "To" recipient in emails.

Currently the only way to forward is to add the forwarding recipient to the CC field, where the original recipient receives the email.
When escalating to third parties etc this is sometimes not practical.
The ability to change this would be very useful.

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Dax Bunce shared this idea  ·   ·  Report…  ·  Admin →
Released  ·  AdminYakov Gorbulsky (Product Manager, Atera) responded  · 

Hey everybody,


The ability to forward or change the "To" field in tickets exists in the system.


You can do so by clicking the little pencil next to the requester panel (see screenshot).


By changing the contact for the ticket, if you send a public reply, for ex. to a 3rd party, they will receive the ticket history as well.


Hope this helps!


Yakov

 


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  • Daryn Craine commented  ·   ·  Report

    @Yakov - I think this needs to be restored as an idea as this definitely hasn't been 'Released'

    As others have said, you seem to have missed the point on this one. The ticket should still be allocated to the original requestor but we should be able to communicate with 3rd parties inside the ticket (from noreply@) without resorting changing the allocated ticket or having to use Outlook and simply copying in the ticket.

  • Lawrence Yau commented  ·   ·  Report

    @yakov what if we want to send an email only to a person other than the requestor?

  • Simon Burke commented  ·   ·  Report

    Changing the user is not a option. We just want to be able to forward a ticket onto a external contact. But at the same time keep the original ticket as is. With the original customer email etc.

  • Espen Braaten commented  ·   ·  Report

    Yes, but then the ticket is marked to another company or contact, and is not listed on the original company the ticket came in on. We would like the ticket to remain on the company it came in on, and then have the ability to override the to field.

  • Pedestal Admin commented  ·   ·  Report

    As a use case, I monitor a printer in a small office. I would like to be notified of availability alerts but the office manager should be alerted to toner alerts. It would be a benefit to be able to specify the alerts based on type so they route to the correct email recipient.