multiple participants to a ticket and CC emails

[TerminalAddict]

Version of script: 3.4.6
Hosting company: Apache2 running on Ubuntu stable/LTS (bookworm) / mod_php - PHP 8.2.24

I've found this thread viewtopic.php?t=5890&start=15
which seems to relate to a mod of Hesk.

I'm a new convert to Hesk, having moved from youtrack running as a helpdesk.
I'm using imap polling.
I have customers emailing in from user@domain, to: support@mydomain, otheruser@domain cc: users@domain2, otheruser@domain3
etc etc ...
All the participants of the ticket would like updates, and to have access to the ticket.

I've searched, and googled etc .. nothing found (except the above thread for a mod)

[Klemen]

Unfortunately CC functionality has not been included in Hesk yet.

It was designed to be a one-to-one communications tool, not a one-to-many or many-to-many.

I hope we will be able to add CC by the end of this year.

[Ayon]

Please let us know when this is available. I have been waiting for this feature.

Thanks

[Tango]

I'm also eagerly waiting for this to get implemented.

This feature, alongside this, will take Hesk into the enterprise realm, being able to manage highly complex implementations.

[speakertone]

Hi, just to say the CC would be amazing feature, we're holding off until that's available and we'll certainly pay for a license once available.

Sometimes we have customers that email in but include multiple people in TO box, not sure how that would be handled.

The other questions is how Hesk handles multiple customers, so we manage 20 customers, all have different domains. Hesk 3.5.1 seems capable of handling this but then I read this viewtopic.php?t=7588 and wondered if it can't? What are the implications of having 1 hesk instance that all our customers email into? We dont plan on making the website visible to customers so cant see how its an issue.

Thanks in advance

[Klemen]

Hesk was designed as a "one to one" communications tool, not a "many to many" one. So, at the moment, having multiple recipients in TO/CC will not work well.

You may want to wait for the to be implemented if you wish to have multiple customers use Hesk via the email to ticket functionality.

Each customer having a different domain is not the issue. The topic you linked to talks about having multiple help desk inbound emails, with each email submitting to a separate ticket category.

[cakerack]

Would love this functionality as well to cc additional agents into a ticket - this is one of the big things we are missing since moving from Freshdesk. Do we have a timeline for when this may be available?

Cheers

Sean

[Klemen]

No timeline, sorry. Every time I give out a date I end up eating my words

[speakertone]

Hi,

I was wondering since I last posted if the CC feature was implemented or is now on the cards to be implemented?

I loaded the demo version and couldn't see a CC field in a new ticket or a ticket that has created to add additional users to it so I'm guessing its not there yet.

Thanks for your time.

[Klemen]

The "Cc" field when creating tickets gets added when you enable "Ticket followers" in Admin > Settings > Help desk.

For staff, we are adding the option to have multiple staff collaborate on a ticket in 3.6.0

[TerminalAddict]

Have you also considered multi customers?
i.e. a customer emails in a ticket and cc's someone else (that is not staff), but that third person also wants updates

[Klemen]

You can already do that

The "Cc" field when creating tickets gets added when you enable "Ticket followers" in Admin > Settings > Help desk

[nuqi]

Hi,
Cheers for your great job at HESK.
I purchased a license and love HESK. I am very eager to have the email piping feature to fetch emails that are on CC via email to be added on CC within the ticket so all of them are part of interest for that ticket. Hope you can do it with 3.6.0

[TerminalAddict]

You can already do that

The "Cc" field when creating tickets gets added when you enable "Ticket followers" in Admin > Settings > Help desk

so a customer emails in, cc's another customer.
I get a ticket, there is no other followers, or any information related to the cc'ed customer.

I reply to the ticket and the response is only sent to the originator.

Hesk knows nothing of the cc'ed email address or customer.
I can add a followers, yes, but I have no way of knowing that another customer was cc'ed in this ticket, as hesk knows nothing, and tells me nothing.
So nah, I can't already do that.

[Klemen]

This setting only affects submitting tickets via WEB FORM, not via email. When submitted via email, only the "From" email is currently used.

We do plan to improve this. Not sure if it will be included in 3.6.0 already, but definitely by 3.7.0.