Does SysAid allow you to have Watchers (or FOllowers) on a ticket - to be notified of changes? Someone who isn’t working ticket. Our Account Managers if they have an escalation on the ticket, could they get notifications? hey would only want it on certain tickets.
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Hi there,
To accomplish this, you can add the "CC" field to the ticket by modifying the Design Form.
Once an individual is included in the CC field, they will be added as a recipient in the CC section of any email notifications sent from the ticket.
Additionally, you may utilize escalation rules to ensure that individuals added to the CC field are notified of ticket updates.
To do so, select the "On every ticket update" option under "Mode" and enable the "Notify the service record's CC recipients" option under "Notification."
This will ensure that CC recipients receive notifications whenever the ticket is updated.
An alternative method to achieve this would be by utilizing the "Notify the assigned administrator's direct manager" option within the escalation rule.
Thank you, Paul.
Follow-up question: with the CC field, it does not automatically reply to all in our instance. We have to add cc each time when sending emails through the portal. Do you have a solution to fix this? Workaround? This has been a pain point for our clients and agents.
Really appreciate your input.
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