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Adding an email cc to a portal request

Hi all.  Working on setting up a small service desk for external customers ONLY and can't seem to sort this out.   I have all necessary permissions. 

We are looking to "force" clients to submit issue tickets through the portal (via an inbedded link in our software app) and NOT use the "email" link ( have actually removed this option), however I foresee a situation where a customer wants to copy his manager on the initial support request and not sure how/if this is possible just going through portal?   Am I missing something?

Thanks in advance for any insight.


1 answer

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Hello @Jeff Miner ,

your customer can choose to share the ticket with anyone in their organization after the ticket is created. See the screenshot, the option is on the right side:

Snímek obrazovky 2021-02-24 175837.png

Also make sure to check what sharing options customer has in Customer permissions section of your project.


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