incoming support tickets additional cc: and to:

[spiralhosting]

At the moment when a support ticket is submitted by email only the sender gets the responses from the ticket system even if they've cc'd their colleagues into the email. I think there should be an option to import other to: and cc: addresses to the 'CC Recipients' section of the support ticket. The client should be able to choose who receives cc's of support responses instead of just the admin. It's what the client expects to happen.

[sohouk]

I think this would be a great and useful feature.

Previously we used Cerberus support and when a support message came in you could simply click to add one or all of the CC people in. They then stayed there until the ticket was closed.

Why is this useful? Because many people who own domains or have hosting services are not necessarily the people who administer or pay for them and often messages are routinely copied to other staff FTI.

Whilst WHMCS support provides a facility for cc. recipients, these have to be entered manually. As the box is already there, it can't be that difficult to populate it from the cc recipients of an incoming support ticket.

[lbeachmike]

Does anybody know if any of this functionality has been added or is planned?

I'm running into the very basic issue that my clients have multiple contacts listed on their account, yet only the primary contact receives the support ticket.

This does not seem correct to me due to all of the permissions that are enabled for the other contacts which would suggest they would be automatically copied.

Thanks.

Mike

[spiralhosting]

To answer your first question - Yes it has been added. If you're in a support ticket, click on the Options tab and there's a text box "CC Recepients".

[LaceHost-Ishan]

There should be a way to add cc users while opening the ticket itself (from client side)