stop emails automatically sending
Ability to send emails to third parties or different users without having to create a separate ticket or include the original requester in the email thread. It is not practical to change the requester every time we need to communicate with someone other than the person who logged the ticket.
Additionally, it would be beneficial to have the option to choose whether outbound emails include the entire email chain. Currently, we often have to temporarily change the requester to obtain approval and then revert it back, but this results in the entire email chain between the approver and us being included in any future communication with the requestor, which is not ideal.
Furthermore, I would prefer if responses to a ticket are not automatically forwarded to the requester. While there should be an option to do so, it should not happen automatically as most of the time the requester does not need to see the responses.
Cara Ewbank
shared this idea
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Britton Davis
commented
Ability to remove email that appears in the To field when replying to a ticket. We have instances where we get a notification from a system to unlock a user's account. I want to respond just to the actual user and not the system no-reply email. Additionally, we have some instances where we want to forward the communication for additional approvals/feedback from upper management, but do not want to keep the original submitter on the email. Right now the solution was to 'Ingore the emails' on the contact profile, but we don't want to do that.
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Michael
commented
Option to send a NEW email from within an existing ticket without including the previous email chain.
Currently, when replying from a ticket or adding someone to the email chain via CC, the entire email history is included.
For example, sometimes a ticket might be discussing confidential information with a manager, but later a staff member needs to be contacted about the same ticket. With the current setup, this means the staff member would receive the entire email thread, including sensitive details.
Having a "Send New Email" option would allow us to communicate with new recipients without exposing prior discussions, keeping the ticket history clean and secure.