multiple contacts per ticket for notifications
Many times we need to keep multiple people in the loop on tickets that involve multiple contacts. The ability to attach multiple contacts to a ticket so that they all receive notifications when updates occur on a ticket would be amazing! That way if any of them reply to the ticket notification it updates for any of them.
I know this could be addressed with distribution groups, but each ticket that comes in won't always necessary fall into one of those particular groups.
We added a simple CC field to Tickets, with more coming in 2017
what about if a Customer has the same two emails who want to CC'd on everything. ei. any time one of there employee makes a ticket both of these ,let call them main emails need to be notified- how do I make it so every ticket from this customer always has the same two emails either CC'd or as the contact?
Any word on this feature? this would be extremely beneficial for us. We have had to create multiple contacts and send the same updates over and over.
Patrick T Presto commented
Any updates on this? This would be extremely helpful for us. I know we can manually add them in with "additional emails" in the edit ticket info screen but wouldn't it make more sense to be able to add more than one assigned contacts under the customer tab in the ticket screen? Perhaps it drops down a list of all possible customer contacts and lets us check the ones we want included? A similar system for emailing other correspondence (estimates, invoices) would also be good.
Can't this already be accomplished with additional emails in edit ticket info or am I missing something?
While I agree that the ticket emailing/commenting section needs a complete facelift all over, I think this specific suggestion should be pegged into a broader project.
Ryan (CTO, Pinellas Computers) commented
This is actually more related to this post from back in May 2015:
Tim Nyberg commented
An application for this we would have is site with may users, like 50. The main contact would always want to be cced on any tickets created by the staff there at their location.
We also need a way to mark which contacts get the invoices and statements. This could be more then one person. Just a CC list wouldn't fix this. We need to identify specifically which users get the invoices and statements and those people would be separate from any other people on the CC lists.
Tyler P commented
I think comma separated would be good.
Isaac sofer commented
Yes I love repairshopr, but the whole emailing system is confusing. I never am certain who is receiving ticket or invoice emails. It would be simpler if we can just have a popup box appear when we click submit that shows check boxes near each contact we want to email as well as a field to enter other email addresses. I would like this feature for updating tickets, emailing invoices.
James Moore commented
This would really help me. My company works with large firms such as Detroit Edison, United States Steel, Marathon, etc. One business can potentially have 20 different "customers" in there which will all go to the same place for billing, but who I have a different contact person to work with. Xero handles this really well, with how they have a main contact person and then you can add other points of contact to the account easily.
I know this causes some fun for the "Customer Portal" section of the system, but weighing in that multiple customers within a business is super important to us. We do absolutely no consumer stuff, we're all B2B, so having a "customer name" 99/100 times means the business name, not the job point of contact.
Aaron Caveny commented
We were just looking at this yesterday. I use RS in a University setting, and as such we have many individual departments. Each department has it's own billing and reporting person that want to be CC'd on invoices. We're currently using the CSV customer import feature to add invoice and ticket CC email address to individual customers, however this process is cumbersome and time consuming when you have over 2500 Faculty and staff across campus.
Solution A: Allow for Businesses (or in our case Departments) to have all of their authorized work requestors added as a Contact. The ticket would stay in the requestors name, but would be included in the umbrella of the Business. Additionally, these tickets, invoices, estimates, uploaded documents, etc would be viewable under the portal setup by the business. This would allow a single point of entry for businesses (Departments) to review all ticketing, invoicing as well as a single configuration point for Ticket and Invoice email CC's.
Solution B: Allow Third Part Billing to be permanently configured for individual customers. Any invoice generated for a specific customer would automatically have the invoice created in the assigned Third Party.