I've had a request to allow users (both customers and agents) to "CC" other customers when they submit a new ticket so that multiple people will receive the new ticket notification to alert them that an issue they may be concerned with is being addressed. All of our ticket submissions are done thru the New Process Ticket form in the agent and customer web UIs. We do not support email submissions.
As near as I can tell, there's no way to do this thru the New Process Ticket form in the customer UI. In the agent UI, the New Email Ticket form looks to be a step in the right direction, but I'd have to figure out how to customize the form to capture all the information I use my Activity Dialogs, reconfigure my Event Notifications, and then somehow convert an Email ticket into a Process ticket (which probably wouldn't be too hard with ACLs).
Is there an easier way?
Thanks
