SUMMARY
When creating a support request (ticket), you can add users to the CC list so your colleagues can be notified when a ticket is updated. You can also add colleagues to existing tickets.
Anyone on CC will have the option to login and see the full ticket history and add comments to the ticket.
MORE INFORMATION
Users can be added to the CC list when the ticket is created and For more information on how to open a Support ticket, please refer to the Q100064: How to raise a support ticket article.
The CC field when submitting a ticket looks like this:
NOTE: You will need to add a comment in order to submit the CC list.
Alternatively, to add a colleague to an existing ticket, click the 'My Support' menu from the home page of the Support Portal and select My Requests. This will show a list of all requests/tickets you've logged with us.
Then locate the ticket you want to add the email address for your colleague to, and enter that in the CC field.
Viewing tickets I'm CC'd on
Users on CC can view the tickets in much the same way as the creators of the tickets. From the home page of the Support Portal, select the 'My Support' menu, and then go to Requests I'm CC'd on. This will show a list of all tickets you have been CC'd on.
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