The To and Team lines on a ticket
Add customer people to a ticket's To line so they are copied on every reply, and teammates to its Team line so they can help and hear about it.
On this page · 3 sections
Two lines at the top of a ticket work like the To field in an email. To is the customer side; Team is your side.
To
The first name on To is the requester, who gets replies. Everyone else you add is copied on every reply email. Click the line to see the company's contacts, or type an address. Send replies to them makes a saved contact the requester. A teammate's address cannot go on To.
Team
The first name on Team is the owner. Add teammates who are helping; each gets an Added to a ticket bell, and the ticket shows in their own list. Press A on a ticket to jump to the Team line.
From a list
Right-click a ticket on a board, in Ticket search or on Dispatch and pick Add people… to open it with the To line ready.