Include Secondary Contacts (CCs) on Workflow Alerts

Include Secondary Contacts (CCs) on Workflow Alerts

Hi There,

We use the Supervise Rules and Workflow Alerts to send automated messages to contacts in Zoho Desk. Most often, we are sending the ticket contact (our client) a reminder that we are waiting on their reply to our most recent message.

The problem I'm having is that we can only send these alerts to the main ticket contact. Frequently, our tickets have Secondary Contacts that are CCed on the ticket and I would like an option to send alerts to them as well. There are other areas in Zoho Desk where Secondary/CCed contacts are able to receive a notification, such as when they've been added to a ticket, so I'm hopeful that this is an easy feature to add.

Here is now I envision it being most easily added into the user interface. This way I could simply include them on the same alert that is sent to the main client, or I could even set up a reminder with different language for the CCed recipients.


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