Comments to support cases are not being sent to those on the Email CC List

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Level 10 - Champion Alumni

Comments to support cases are not being sent to those on the Email CC List

When anyone adds comments to an open ticket within the Support portal, it's expected that everyone that's on the "Email CC List" will receive a copy/email notification of it so that they are kept in the loop.  This is not happening.  Is this expected behavior or have we identified a bug?  If the former, then there's no use in adding comments to the ticket via the portal/community - and instead, we should just use the existing email notifications to provide additional comments/feedback for the ticket.

4 REPLIES 4
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Anonymous
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Re: Comments to support cases are not being sent to those on the Email CC List

Hello Dan,

I'm sorry about the delay; I just spotted your question. Let me check with our developers on this and get back to you next week.

Thanks,

Raul

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Level 10 - Champion Alumni

Re: Comments to support cases are not being sent to those on the Email CC List

Raul Fonseca, any update on this?

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Anonymous
Not applicable

Re: Comments to support cases are not being sent to those on the Email CC List

Hi Dan,

We have finally fixed this issue!

Raul

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Level 10 - Champion Alumni

Re: Comments to support cases are not being sent to those on the Email CC List

Awesome - thanks Raul!