Ticket Response to Multiple People
When a client responds by email to a ticket from TD, can it go to multiple people if there are multiple people on the ticket? Could find it in the KB.
Asked by Alex Oquendo
on Fri 11/8/24 1:49 PM
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Answer (1)
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Mark Sayers
Fri 11/8/24 1:54 PM
Hello Alex,
It depends on a couple of things:
- Does your ticketing application have notification settings active to always notify the Responsible resource when someone replies to a ticket.
- What Feed thread is the person responding to, and how many people were originally notified by the first post in that thread + how many people have participated in the thread as well. Anyone involved in that thread or originally notified on that thread will be notified when the client replies via email.
Sincerely,
Mark Sayers
Sr Support Consultant, CS
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