Multiple contacts for a single ticket
needing to add multiple contacts for a single ticket rather than having to create separate ticket for each contact. when we have a ticket come in that affects multiple people, we like to avoid having duplicate tickets for the same exact issue which can cause multiple technicians to work on the same issue. old ticketing system had an option for "watch list" which allowed us to enter email addresses (internal or external) so they would all receive the updates from a single ticket. i am aware of the "cc" field but can be difficult to remember to add these email addresses every single time an update is being sent to the end user
Josh Wilson
shared this idea
-
Alex Noce
commented
Dear Atera, please bring your attention to the glaring feature that should be a super quick implementation. We constantly see requests from our users where multiple people are copied, they expect those people to also be included in future responses to the ticket. Not only should that happen, but we should also have the ability to add/remove people ourselves both to the ticket as a whole as well as any individual response (almost like it is an e-mail, yeah?).
Related ideas:
https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/44963740-option-to-assign-multiple-contacts-to-a-ticket
https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/44015103-assign-multiple-technicians-to-a-ticket -
Valentin Muntean - IT Specialist
commented
This is needed!!!
you have the possibility to add multiple contacts when you answer but the person that you add as a CC he is only there for the answer he will not have the ticket into his portal -
Dave Ross
commented
This would be great. Plus setting one as the primary for the ticket. The two requests about supervisor and common issue for many comes up often with our clients.
-
Jason Reed
commented
I feel like not having this ability is a glaring issue with the ticketing system. It is very common to have a single issue impact multiple contacts. Pulling all of them into the same ticket for tracking status of the issue is needed.
-
Brian Conley
commented
This would be great!! I have contacts who will submit a ticket. I would like to add their supervisors to the same ticket so they can see the communication string and be kept in the loop of what is going on.