PHPJunkyard support forum

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

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