Thread Inbox - Ability to Email Multiple CC'd Contacts on CW Tickets
K
Kurt Boucher
Currently, Thread Inbox only sends emails to the primary contact on a ConnectWise ticket. CC'd or external contacts do not receive these emails, and the PSA email connector does not retain CC recipients on replies. This is a significant workflow gap for MSPs using Thread Inbox as their primary ticketing communication tool.
Key use cases submitted by Optimized IT:
- Client POC approvals - requiring sign-off from specific contacts for user permissions, account creations/terminations, hardware purchasing, quote requests, and security changes.
- Multi-site critical incident notifications - e.g., looping in multiple site managers or pharmacists during a major application outage affecting all locations.
- Manager visibility - when a user CC's their manager on a ticket, techs need to reply to both the user and manager to keep all parties informed.
- Ongoing issue updates - techs need to notify multiple key client contacts on the status of complaints or long-running issues.
The requested functionality would allow Thread Inbox to send ticket chat/email replies to all CC'd contacts on a ticket, not just the primary contact. This is considered critical for client communication workflows and is a blocker for full adoption of Thread Inbox as the primary ticketing interface.