Keep People in the Loop

In a business, support requests are often handled by one person with one or more people monitoring the entire process from afar. This holds good on both sides – the customer and the support team. Occasionally, you might want to keep somebody else from the support staff or at the customer’s end constantly updated of the support request.

To do that, HappyFox lets you mark a copy of your ticket when you send a response.

Adding a Carbon Copy
Adding a Carbon Copy

Click on Add Update to bring up the rich text editor. Use the Add CC link to insert a carbon copy field to the response. Separate multiple addresses by a comma.

Adding a Blind Carbon Copy
Adding a Blind Carbon Copy

The same way, you can add a BCC (Blind Carbon Copy) too. As you might know, email addresses added in the BCC field remain anonymous and is the right way to keep sensitive email addresses hidden!