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.
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
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.
Hi, is there any progress on this feature as adding more than one customer to an incident I think is essential. Many of the calls we receive may come from one customer but affect two or three. Thank you. Kirsty