Email CC

Ridmi

I have set up osTicket with agents assigned to 5 separate departments. Additionally, I have 2 managers handling tickets for 2 specific departments.
Currently, when a ticket is placed from the web page, an email notification is sent to the relevant parties based on my email template. However, I need help with the following:
How can I automatically CC the same email notification to specific agents in addition to the main recipients?
Is it possible for managers to assign tickets to other agents directly from the email they receive? If so, what is the best way to configure this in osTicket?

KevinTheJedi

Ridmi

You should enable the New Ticket Alert for Agents. You can read the Alerts and Notices Guide here:

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html

Also, Agents can do nothing from email other than add an internal note. Agents must login to the portal to do anything within the system.

Cheers.

Ridmi

KevinTheJedi
Apart from enabling New Ticket Alerts, is there a way to send the same email where the To field is set to the department manager, and the CC field includes other agents?

Right now, if I add multiple recipients, they all receive the email as To, but I want only the manager to be in To and the other agents to be CC’d. Is there a way to configure this in osTicket?

KevinTheJedi

Ridmi

Not unless the manager was the sender (ticket owner) and the other agents were CCs. Agents have their own separate alerts.

Cheers.

Ridmi

KevinTheJedi Thank you !