This snap-in exposes a new field called "Include on emails" that is visible and editable by both internal users and clients. Email addresses added on this field will receive all email updates regarding a ticket.

It requires the Email Integration snap-in to be set up in order to function correctly. The toggle "Use email as default channel" must also be turned on, because if email is not the ticket's channel then this automation does nothing at all.

How it works

The snap-in creates a new custom field for tickets on installation and also modifies the clients default authorization role to give read and write access to all external users on the newly created field. Whenever an email address is added to the field, the snap-in fetches the DevRev account linked with that address or creates a new one, intelligently detecting if the user should be internal or external based on the email domain. Addresses can also be removed from the field to exclude it from communications.
If your DevRev instance has complex custom role policies and customers might not have their default field access roles on tickets, then a manual update might be required to give visibility to the new field this snap-in introduces. Ensure the new field is visible from portal to customers.

Features

• Include people in email communications regarding tickets, even if the ticket's source channel is not email.

• Remove addresses if they were added previously but should now be excluded.

• DevRev user objects are created automatically if the email addresses are not tied to any already existing user.

Installation

This snap-in requires only the organization's email domain to be configured. This is so that the automation can identify which email addresses belong to internal users and which to clients.