Emailing customers who are not connections but have linked incidents

[James Gallally]

At the moment, when someone is a connection on an incident, we have the option to email them through the email tool. Is there a way that I can email people who have incidents that are linked to this ticket but not cc'd on it?

 

Thanks

James

[Deen]

@James Gallally I'n not able to view that screenshot, but you could always change the default recipient on the email when emailing from a request.

[HHH]

@Deen what I think @James Gallally is after is an "email customer and linked requests customers" function.
That would be a splendid idea. +1 from us to have this added to the things you can do to linked requests.

[James Gallally]

@Dean, @HHH is correct. A little bit of a fail upload there. Ideally there would be an option here to email linked ticket users not just connected users: 

 

Thanks

[HGrigsby]

+1 for this for us too please.

[Steven Boardman]

@James Gallally @HGrigsby whilst there isn't an option to email the customers of linked requests, there is an option available via the update linked requests which may go some of the way.

If you add an update to a parent request, and choose to apply the update to the linked requests, the customers of the linked requests can receive an email letting them know their request has been updated, and a link to see what the update is. 

You will need to enable the following setting on the services the requests are logged against for the request customers to get the email notification.

 

[James Gallally]

Thanks @Steven Boardman, I had seen and tried that option but the internal feedback was to disable that feature . I just need to steer my company around to the idea of using the portal as the first port of call for checking on incidents and requests as opposed to having everything sent to them directly via email.