Hi there,
Is there a way to add "Account Manager" as a cc or bcc contact when an AGENT replies to a ticket? I found how to notify them when USER replies, just doesn't seem possible to do on AGENT reply.
Apologize if bumping is forbidden, but let me know if it is.
Add them as a collaborator.
ntozier I am trying to have an IT partner of ours get automatically CC'd on agent replies to any of our mutual clients, so for example I would have an organization called "Apple Inc." and I would add the IT agent as the account manager to this org, and I would want that account manager to be notified any time any agent responds to the user.
Account Managers are Agents. I do not think that there is an alert for alerting Agents that another Agent responded.
You could add a primary contact and then use Automated Collaboration to primary contacts. see Agent panel -> Users -> Organizations.
Yeah I didn't see a way to do it. I was sort of hoping there might be a way to hack this in somewhere.
