Users should be able to see and add additional CC’s on their tickets in the customer portal. I’ve attached an image of where there are people CC’ed on my support response however the user in the portal does not know who else was on that reply, cannot add anyone else, and also their response does not include them when responding back in the portal. For us to utilize this feature we must have this functional.
Hey @CCanepa1,
Thanks for posting in the Community!
I feel like this post would be better suited for our Ideas Forum. It would allow other users to upvote your idea, expand on it, and present the need directly to our Product team.
I hope this helps!
Shane, Senior Community Moderator
Agreed! The customer view configuration options won’t be suitable for our support setup. We don’t require a few customers to have access to all company tickets, but rather, we have specific issue types that require the inclusion of customers’ managers in the issue. However, that same manager doesn’t need to view all company tickets but only those related to their direct reports.
Where this doesn’t work well is for intake chanels that are forms or bot submissions because you are unable to add CC’s before submitting.