Handling 'cc'd addresses on incoming service desk email

[Roddy Pratt]

We're looking to use Service desk for handling emailed service requests. Typically they're sent by the customer to the service desk email, but cc'd to other customer 'stakeholders'. 

The sender of the email appears as the reporter, but it seems the other participants aren't added to the report in any way, so "reply to customer" in service desk won't send replies to the correct people.

Any suggestions for a solution?

[mararn1618 _secretbakery.io_ · Accepted solution]

Hi @Roddy Pratt,

this can be solved using Organizations. If all of the included email addresses are within the same customer Organization, then the CC'ed people are added as request participants.

Step 1: Create a customer org & add all customer email addresses

Step 2: CCing works!

For more details please have a look at my blogpost; which is actually on a different topic - but the "Solution" section could be interesting for you.

Cheers, Markus
Founder of 🔮 Duplicate AI // Find & Merge Duplicate Issues

[Roddy Pratt · Accepted solution]

It looks like the "Request Participants" handles this correctly already. The problem was when forwarding a message to service desk email the original recipients can't be added automatically.

[Rafa]

Old comment, but if anybody else is wondering,

you could use some Automation that parses any email addresses included in the contents of the forwarded message (maybe requiring some keyword in the message to trigger the parsing of email addresses) and add them as customers and as "request participants"