Email Forwarding from Tickets Without Altering Content or Requester
I propose a critical enhancement: the ability to forward emails from tickets to other internal departments or external entities without modifying the original ticket content or requester information. This functionality is vital in scenarios where individuals beyond the original requester need to be engaged for resolution, such as liaising with a key account manager or arranging new hardware purchases.
The absence of this basic yet essential feature in a service desk environment is a significant oversight. Its implementation would greatly streamline communication processes, ensuring efficient and effective resolution of tickets that require broader collaboration.
Robin Nordlander
shared this idea
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Matt Lewis
commented
This is actually a deal breaker, how do we get through to the devs to see if they are going to be working on the request? We really need this and if there is no interest in giving us the function then we need to move away to a product that does.
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Matt Lewis
commented
We will need to move away from Atera because of this, I give them 6 months if its not implemented we will move to another RMM
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Matt Lewis
commented
Quite simply, add the ability to forward a ticket to someone outside of the ticketing system so they can add a comment to the ticket or just simply see what the ticket information is.
Having to screenshot or copy paste a ticket contents into an email client and send to an external party is a little backwards. Being able to connect directly to a 365 mailbox with OAuth would be nice also.