We have a department where any help tickets created and emails back and forth regarding the ticket need to be cc'd to a manager. Is this possible?
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You can use customer ticket rule to add the email ids while saving the ticket by submitter.
if you have AD Integration then current manager of submitter you can get from AD.
Answered 10/16/2015 by: Deepak Gupta
Orange Belt

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It sounds as if you need to add the manager into the Ticket CC field on any applicable ticket. Then by making sure the email matrix is set correctly they will receive notification updates. You may also be able to work out a ticket rule that identifies when a category is selected and enters the manager name into the CC field.
Answered 10/12/2015 by: Hobbsy
Red Belt

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