Is it possible for a supervisor to add themselves as ticket watcher? When the customer replies, both the ticket handler and watcher will receive an notification.
This can help when a team member goes on vacation/ out of office, then the manager can step in and respond to the customer.
Also, under user groups, if we setup hierarchies, the manager should have the power to watch all the tickets handled by users under his group.
I've requested something very similar. Our old ticketing system you can 'subscribe' other internal team members to a ticket so if there's a customer that needs special handling or others on our team should have awareness, the ticket owner can easily subscribe them. HubSpot's current solutions are less than ideal -
1. Create a task to tell them to go in and manually 'Follow' the ticket
2. Require cc'ing a bunch of our internal team members on the customer ticket communication.
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