New Support Portal option when creating tickets - Add extra users to something like a "watch list"

Products Endpoint Policy Manager Ideas
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What is a one sentence summary of your feature request?

Please add an option to add our coworkers to a ticket instead of just the person who created it.

Please describe your idea in detail. What is your problem, why do you feel this idea is the best solution, etc.

I suppose I’ll add this idea here because this is our main product, but I’m sure it would apply to the support portal for all of the Netwrix products. When one of us submits a ticket, the only person notified via email is the person who submitted the ticket. When the “work in progress” type of response/email is received, then we can reply to the email and CC a coworker. If Netwrix support replies to the email, then the coworker remains on the email thread. However, if Netwrix support replies directly from the ticket, then only the original people receive the email update. The coworker does not see the “direct from ticket” reply unless we reply to the “direct from ticket” email and re-add the coworker.

How do you currently solve the challenges you have by not having this feature?

Reply to the ticket emails and CC coworkers.

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bumpity bump bump… plus some more bumps to reach the 20 character minimum :slight_smile:

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First Im seeing this.. Let me “phone a friend” and see what I can do … (likely not much; but I will try.)

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Hi David, thanks for pointing this out to us!
I tested this out and you’re right, when you CC a colleague on a reply to our support team it doesn’t necessarily guarantee that they’ll be copied on replies we send from our support software.

I’l put in a ticket with the team that manages that software asking them to make some changes to improve this in the future. Specifically, I’m going to ask them to add the option to include additional contacts when creating a ticket (what you’re asking for here), and to improve the behavior of our system when you do CC someone so that they remain on the CC field for subsequent updates.

Thanks again for bringing this up!

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