It is not possible to include additional department heads directly on a ticket when a customer complaint spans multiple departments. Creating a multi-department ticket team or group would only overload dashboards and add unnecessary clutter without improving resolution.

A more effective approach would be to enable a ticket owner the ability to CC individuals. This would ensure the appropriate departments are notified of complaints that affect them, while the ticket owner remains accountable for resolution. Visibility through CC would support faster problem-solving and provide valuable insight for process improvements across the business.

Let’s improve the current ticketing process with this option. I’m sure there are many incidents for other companies that could relate to this issue and are looking for ways to improve the current ticketing platform.