This article applies to Servicecamp customers.
New feature allows to add extra people (other email addresses as CC) to tickets conversation which means that those email address will receive reply of ticket and will be able to reply to ticket themselves.
Feature is extremely helpful if you want to add colleagues or managers as CC
to keep them updated or escalate issue. End-User as well might want to keep his colleagues or managers updated on progress of ticket and by End-User request Staff can put those people as CC to tickets.
At this moment feature is available for Staff Agents in Servicecamp dashboard only, who can set as CC other Staff Agents and End Users if needed.
Screenshot of feature.
When typing email address in CC field autocomplete drop-down list of existing users is displayed to help Staff Agent to find needed email address.
If email address is not found in drop-down list it can be added as CC and be visible in CC input field after pressing "Space" or "Enter" buttons.
Every entered email address is passing validation before appearing in CC list and maximum number of emails that can be set as CC for one ticket is 10.
At this moment users who are in CC list will not be able to see those tickets in user portal. They can just reply to tickets via email. When person who is in CC replies to email then other participants of that conversation (ticket requester and other people in CC list) will receive that reply.
All replies will also be visible under that ticket in Servicecamp dashboard.
People who are in CC list will receive the whole conversation of ticket every time by this making sure that nobody will miss any part of conversation even if they joined to ticket communication later.
If person who is in CC list is a Staff Agent then he will receive internal notes as well otherwise if that person is customer then he will receive only public replies of ticket.