Osticket: [Feature Request] Send the ticket ONLY to the collaborator
Hello,
I'd like to know if you could please add a feature like sending a ticket only to the collaborator, thus excluding the original ticket sender.
Sometimes this could be useful for example if you need to ask a separate authorization from the collaborator (which could be your boss) prior to execute the ticket request, and you don't want the original sender to see it.
Hope you can fulfill my request,
thanks a lot
Roberto
Italy
rob-tv
All 3 comments
@rob-tv
Just a thought, you can create a new ticket from a thread entry with the owner being the collaborator and you can link the tickets so you can easily reference them. This way you have total separate communication to the CC that the original owner can’t see and you have references to both tickets.
Cheers.
JediKev
on 26 Feb 2021
I tried but every time you have to fill some mandatory fields (Ticket source, Request, Issue summary...) and, processing a lot of tickets every day, it's a bit slower and more complicated than just selecting the "Reply to" dropdown and choose an eventual "Collaborators" selection.
Regards
rob-tv
on 26 Feb 2021
Yes, this would be a nice feature. And/or a quick way to swap the owner with a collaborator in case where the collaborator "takes over" the ticket, but the original owner wants to still be involved.
Mike-Benoit
on 2 Mar 2021
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Most helpful comment
Yes, this would be a nice feature. And/or a quick way to swap the owner with a collaborator in case where the collaborator "takes over" the ticket, but the original owner wants to still be involved.