CC another Qualtrics user for a ticket that is not assigned to them without creating a Ticket Team or Group | XM Community
Skip to main content

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. 

Have you tried putting it on thread for proposing new ideas?

I have not. Where would that be located? I find this whole process very complicated to give feedback and make suggestions.

​@Ctop2 The Product Ideas can be submitted to Qualtrics Evolve platform at the link below. 

https://community.qualtrics.com/p/evolve

I think this is a great idea to add. I have always just immediately sent the ticket via email after it’s created. Another work around would be to add a task to the workflow to email the comment to specific users and let them know that the ticket owner is charged with resolving and you’re looping them in. 

​@nateryalls  Oh, I did that yesterday. As far as I know, it’s still under review. 

 

Thanks for the suggestion, but that approach won’t work since there isn’t a single user I could assign globally—it would vary depending on which department the customer is referring to.

Instead, the responsibility should fall to the ticket owner to add the relevant departments as “CCs.” This way, each department involved can review the complaint directly and work together on the ticket.

It avoids placing the repetitive burden on the ticket owner to relay the complaint multiple times and follow up separately with each department before the ticket can be closed.

As you cannot assign a ticket to more than one individual, and I cannot create a Ticket Team either, as the individual’s name would constantly change, the CC option seems to be the best solution. 


At any rate, it should be appearing over on Evolve soon... I hope.  I submitted it yesterday.  

Thanks for the info and the feedback! 

Hi ​@Ctop2, ​@nateryalls, & ​@rochak_khandelwal,

The idea is now live on Evolve. Search for it using ID 4744:

 

 

Terms & ConditionsAccessibility statement