ServiceTonic allows you to send CC notifications to groups of contacts: it is now possible to notify a pre-configured contact search of changes to a ticket.
This way, in case there are tickets in which the agent wants to notify more than one contact in his agenda of the changes in them, he or she only has to generate a search that includes the contacts he needs, and when he edits the ticket, select the search created and automatically the massive sending will be made to the contacts included in the search.
First, you must create the custom search to which you want to notify the changes in the tickets.
From Tools / Contacts you will access the contacts:
In Saved searches, the search will be configured with the parameters that the agent requires.
For example, if you want to notify the whole IT department when the tickets are modified, you can create the Search "IT Contact" and select the contacts that are in the IT department. To do this, the field "Department" will be created from Administration / System / Contact Management. More information here.
Once the field is created, the search can be configured:
The agent can configure its searches according to his/her own needs.
The only thing left to do is to notify the saved search of the changes made to the ticket.
To do this, go to "New Action" in the ticket. Click on the mail icon there, and the saved search will be selected:
At this point, the agent can finish defining, from this search, if he wants to notify all contacts of the change in the ticket, or only those that interest him.
To do this, either the agent adds the contact manually using the "+" symbol, or selects them all massively using the "Select all" box
Even if you have selected all of them en masse, you can go to contact by contact and delete, this way, that change in the ticket will not be notified:
Once they have been added, you will see the selected emails are display here:
If you would like to edit your cc list just click on the CC icon
You can also add them by directly typing in the CC field, separating them using ',' or ';' and pressing Enter.
As you can see in the previous screenshots, the 'View CC' icon will change depending on the CC content. This is so you can easily tell if there are additional contacts notified by the changes made. The icon will switch between:
No contacts in the CC list.
There are already contacts in the CC list.