Hesk tool - Few concerns regarding email notifications.

[Rajesh]

1.To creating Email to ticket conversations - When client sending an email to help-desk@xxx.com and including additional recipients(CC: or other some persons in TO:), ticket is creating and notification sending only to who is creating/sending mail ,it appears that the additional recipients(CC: or others in TO:) are not receiving the email update about ticket creation.

Any feasibility of sending email updates to CC recipients also.We need to ensure that everyone who is in CC on a ticket gets the relevant updates


2. Administrator receiving Email notification when new tickets are created. After, If any one assigned them self and updating tickets ( in-progress, resolved , etc..) Administrator not receiving any further Email notifications. we need that all mail conversation should be notified to administrator also by email

[Klemen]

At the moment, Hesk will only process the sender in email-to-ticket and ignore CC because it was primarily developed to be a "one to one" communications tool, not a "many to many" one. We may improve this in the future, but at the moment there is no built-in way to do that.

When a ticket is assigned, email notifications will only go to the customer (if the staff replies) and to the assigned staff member (if the customer replies). See here:
https://www.hesk.com/knowledgebase/?article=94