Forward and tracking mails to another person

[qsit]

Hi,

we are using JSM and have the following use case:

Customer A creates an issue by sending an mail.

As an agent I want to discuss this issue with customer B. Maybe the manager of customer A or the manufactor support of the software customer A has an issue with.

The whole conversation should be viewable for other agents in this issue from customer A.

Adding customer B as a request participant is not an option as customer B would see the whole conversation too.

Sharing the issue with customer B is not an option as customer B is not an agent and has no access to the issue.

Mention customer B is not an option because of the same.

I could write customer B a mail or chat with him about the issue. But that would not be tracked inside JSM and the whole conversation with him would not ne transparent for other agents.

How can I realize this with JSM?

[Jack Brickey]

Hi @qsit , if you want to have a conversation with customer B independent of customer A you would need to do it outside of JSM. If you want to record this conversation inside of JSM but not shared with customer A there are two options;

• Create another ticket and set Customer B as the reporter (on behalf of) and link the two tickets
• email Customer and copy those emails into the ticket as Internal comments or add as an attachment in an internal comment