Add/include a third person in ticket flow with email?

[robmorin2]

Hello all...

I would like to know if i can add a third party to an existing ticket flow? Meaning when i reply to a ticket and i add a person(new subscriber to the ticket) in the CC can this person/email be included in any further updates and email conversations automatically without have to replay all or keep adding them as a CC?

Thanks..

Rob Morin
Montreal, Canada

[crythias]

This will happen for you if the correspondents reply-all to include the ticket and 3rd party after inclusion, otherwise you'll need to remember if the only option is Reply (and not Reply All) in the ticket article.

[robmorin2]

Thanks for prompt reply, however, i am not sure i understand, sorry....

In some test tickets that i have setup, the only selection in the agent view, is reply there is no option for reply all.

Rob Morin
Montreal, Canada

[crythias]

You can't reply all to a received email that has only a "To"

[robmorin2]

Ok, thanks.... I guess each person involved in the conversation has to reply all rather than just reply. Many people don’t do that, that’s why i was asking if it can be done automatically via the ticket system, so if the end user gets a reply back form otrs, he does not have to click reply all to have all the subscribers of the ticket get his or her response. We were using Bugtracker before we are to switch to OTRS and it had this featuer, it was very limited in tis features, but that was one that we used often..

Thanks and have a nice day!

Rob Morin
Montreal, Canada