Forum Discussion

Rock Creek Solu's avatar
Rock Creek Solu
Active Contributor
12 years ago

Allow Multiple Customers to Be Assigned the Same Incident

Often (especially with service requests), the incident will directly impact more than one customer. In addition, several of our incidents involve a team at a customer location -- so that the incident needs to be distributed to all of the team members as it progresses to conclusion.

I would like to see the ability to add multiple-customers (especially from the same company) to a ticket -- not just by attaching them as "Affected Items" -- but truly adding them as Customers to the ticket. In this manner, when I update the ticket or resolve the ticket, each customer would be notified of the response or resolution. In addition, if I have the restriction that customer's can only view their own tickets, then this would permit these "multiple-customer" tickets to be more widely viewed.
idea
  • crindalyn's avatar
    crindalyn
    New Member
    11 years ago
    Any update on this feature request? Said it was on the roadmap 1 year ago with no ETA, but curious if there's an ETA now?
  • Luke Grimstrup's avatar
    Luke Grimstrup
    Retired GoTo Contributor
    11 years ago
    We're still tracking this as a feature request at this stage and it still doesn't have an ETA. The interim solution of using External CCs is still recommended.
  • Mark Parenti's avatar
    Mark Parenti
    Active Contributor
    10 years ago
    Has there been any update since the above update?  The External CC works for now, but remembering e-mail addresses and not being able to differentiate between the watchlist and the customer is a hassle.
  • Mary Forbes's avatar
    Mary Forbes
    Active Contributor
    9 years ago
    Please provide an update on correcting this product limitation.
  • Luke Grimstrup's avatar
    Luke Grimstrup
    Retired GoTo Contributor
    12 years ago
    This is something that is definitely on the product roadmap (no ETA at this stage). We're planning to add the ability to add multiple customers against an incident, as well as whole companies and all customers of a service.

    This will allow you to quickly communicate things such as P1 incidents, and avoid duplication of incidents where customers are having the same issue.

    In the meantime, what you can do is, turn on "External CC" under Admin > Account Wide Settings. This will allow you to add external email addresses to the watchlist

    Hope this helps in the meantime! :)