How to collaborate with colleagues in support requests

We understand that resolving complex support issues often requires collaboration with your colleagues. This guide outlines the best practices for adding colleagues to your requests, ensuring seamless communication, efficient problem-solving, and maintaining visibility for everyone involved.

Best practices for adding colleagues to requests

CC your colleague directly

When creating a new request or replying to an existing one, use the "CC" field to add your colleague's email address. This automatically adds them as a participant, ensuring they receive all request updates and their responses are visible to everyone.

Ask Oyster to add or change the requester

If someone else needs to take over as the main contact for the ticket, contact Oyster support. We'll update the request, granting the new person full access and ensuring their replies are visible.

Avoid forwarding emails

While forwarding emails seems convenient, it can create private comments that are not visible to your colleagues. This is because Zendesk doesn't recognise the new participant joining the conversation and protects everyone from potentially malicious intentions. Instead, use the CC feature to 'invite' your colleague to the request, or ask Oyster to update the request's participants.

Use reply-all, not reply

When someone replies to a ticket notification from their email client using Reply (instead of Reply all), the reply becomes a private comment (internal note) on the ticket. This is to protect request participants from potential malicious intentions

What to do if a comment is accidentally private

If a colleague's reply is marked as private, add them as a CC and ask them to resend it by replying directly to the ticket email thread. This will ensure their response becomes a public comment visible to everyone. You can also ask Oyster to manually copy/paste the text into a public comment on their behalf

 

Further information can be found in this support article from our provider, Zendesk

 

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