Handling 'cc'd addresses on incoming service desk email

Question

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?

Roddy Pratt · Accepted Answer

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.

mararn1618 _secretbakery.io_ · Accepted Answer

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