Auto copy account manager in reply to customer

[Guanglin Si]

Hi,

Is there a way to automatically add account manager in our reply to customer?

Thanks.

[Jack Brickey · Accepted solution]

If the account manager is a licensed user then you can use automation to add them. Basically you would set up a trigger for every newly created ticket and conditions as you see fit to ensure that the action is only performed on the issues you want and then add the user as a watcher. Note if the account manager is a customer then you would add them as a “request participant” not a washer.

[Guanglin Si]

Thanks.