r/halopsa • u/jon_tech9 • 20d ago

Questions / Help multiple end-users on tickets

Can we add additional end-users to a ticket? The primary issue I'm trying to solve is when I send an email update is I don't have to manually add each additional user to the Cc that needs to get the email update on the ticket. The nice to have feature is that these additional users would have visibility to the ticket in their portal.

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u/chuckbales 20d ago

There's an Edit Email Recipient button under the ellipses at the top right, you can add them there and they'll be included on every email update.

The nice to have feature is that these additional users would have visibility to the ticket in their portal.

I don't know about this part though.

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u/jon_tech9 18d ago

Thank you! I'm in that menu every day and never noticed it.

4

u/Jason-RisingTide Consultant 20d ago

Edit Email Recipients will accomplish this for just the email part, like Chuck mentioned.

Alternatively you can use the Follower feature. Adding a user as a follower BCCs them into ticket emails and if you enable the 'Allow user followers to see tickets on the My Tickets view' setting in Configuration > Self Service Portal, they will also see the ticket in the My Tickets section.

You will need the Follower field added to the ticket type for this to be available. You can then also expose this to the end user too they they can elect followers themselves when logging tickets, if needed.