I would love the option to link multiple customers to an incident.
Currently, you can only link one customer - any other customers who need to be updated or notified of the resolution have to be added to the External Watchlist, which seems like a backward way to do it.
Why can't we simply link additional customers to an incident?
On new client implementations, there are usually two account managers involved and only one can see the ticket in their my incidents in the customer portal. The other one keeps opening new tickets to get updates. We added the 2nd person to the watchlist, but they only get copied on updates if we remember to check the box and do not have an easy way to see the entire ticket/history in the customer portal.