Requesting a feature request regarding a customer’s ability to CC or add additional participants directly from our chat window within a conversation or ticket.
The current lack of this functionality is creating a major bottleneck by forcing our teams to manually add the CC’s in every time and this also creates a less than fortunate experience for our customers who have 24/7 support and need to include team distros to support a follow-the-sun model. This is severely impacting our resolution time and customer satisfaction.
We are also requesting the ability for us to build workflows so we can create a button or some mechanism for customers to add emails in CC at any point in the conversation or ticket from the chat window.