For product support we set the ticket owner as the person who actually
responds to the request (ie communicates with the customer), and include
people who are required to add information to a ticket in order to
resolve it as AdminCCs.
Taan
[EMAIL PROTECTED] wrote:
Hi everybody,
I'd like to ask for a "best practice":
My help helpdesk shall alway have control over the ticket eg be the owner;
on the other hand, they may need to involve additional persons (sub
contracters, ...)
What's the best way to bring them in the game ?
Any suggestion welcome
Wolfgang
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