Hi guys,

this is a tough one for us. A year ago we noticed something really annoying:

• Enduser sends mail to our Helpdesk address
• Enduser put in some relevant people for this case in as CC
• Endusers (incl. CC) will receive all mails (Ack, Mail communication…)
• Public notes are not accessible by CC users, because they don’t have permissions to see the ticket
• We make them Follower of the ticket
• They still don’t have access

I put in a feature request back then but it seems like it isn’t that important to a lot of people.

My question: How are we supposed to do modern communication and project planning in the portal, when I cannot give multiple users access to a ticket. We don’t want to embrace mail communication but rather push the portal. Is there something I am missing?

Workaround for CIOs: Give them access to all tickets. Obviously this workaround can’t be applied to all endusers.

Edit: What does the follower feature even do for the average Enduser?