[SOLVED] Email cc on the customer ticket interface?

[ditto123]

Hello, I have a email question but have not found an answer. What is the way to provide the customer the ability to add his manager to the ticket upon creation? I was thinking there is configuration that can turn on the interface to add a manager to the ticket and then be notified on all correspondences after that.

I think if the manager gets the user's ticket link or goes to the ticket, he can reply and be in the loop and if the agent replies to the last email, perhaps the user and the manager gets both notified ? I think...

Thank you very much.

[tto]

Hello, I have a email question but have not found an answer. What is the way to provide the customer the ability to add his manager to the ticket upon creation? I was thinking there is configuration that can turn on the interface to add a manager to the ticket and then be notified on all correspondences after that.
I think if the manager gets the user's ticket link or goes to the ticket, he can reply and be in the loop and if the agent replies to the last email, perhaps the user and the manager gets both notified ? I think...
.

this cannot be configured. If the manager can acces the company ticket feature, (s)he can view the tickets of his/her team members, but is not necessarily informed by mail about a new ticket. If the company is small enough, OTRS-admin could set up some event based notifications for that (thus also providing a link to the ticket). Of course the customer user cann always just write an email to the OTRS and add his/her manager in CC in the mail. Otherwise there's a need for some minor development.

regards, T.

[ditto123]

thank you @tto. For now since, if the customer can email cc someone back to the ticket and have the someone added to the ticket it is fine for me. That other person can get the email and access the ticket, plus the agent can see the "reply" and "reply all" options to then reply to the added person.

Regards