Response of support cases to defined recipients
11-09-2018 10:47 AM
Because we are a working group that we administer Centrify we need that when creating an email you can define default recipients for Centrify support responses.
By default, the answer is sent only to the person who creates the case. And although who creates the support case include more recipients then it depends on the centrify support that they keep them or not in the answers (usually they are removed from a copy and they only respond to the person who opened the case).
Is there any way to solve this? Could this option be included in the support portal?
11-09-2018 03:30 PM
Welcome to the Centrify Community! We, unfortunately, do not yet have the ability to specify additional recipients when opening cases via portal. Till this functionality is in place, as a best practice will advise our teams to do a "Reply all" on the emails being sent to email@example.com. This way we can ensure all the email recipients are included in the ongoing communications.
Thank you and truly appreciate you taking the time to give us this feedback.
Vice President, Technical Support