For many years now, I've wondered, but ignored, the uselessness of this field. When I add "Additional Contacts", I actually want them CC'd on the case, but this hasn't worked for years.
What is it actually good for?
#What is "Additional Contacts" good for when opening a case on the website?
waxen sequoia
acoustic notch
I use to make sure people involved also get updates if the case changes.
lost tulip
Partner contacts? Other colleges that may need to be on the chain? I periodically have customers add me so I can follow the case and sometimes add input or direction for the customer
waxen sequoia
It doesn't actually add anyone to the e-mails sent... perhaps just status changes? I sometimes want colleagues in on the case and I have to remember to add them to the CC field in early e-mails.
daring gate
I"ll usually CC them if I see them in my cases, but not everyone does. The intent is to have someone to reach out to if the primary contact is OOTO or unresponsive.
daring epoch
@slate herald you have some contacts that might help here. I have no idea.
slate herald
It's been my understanding that the additional contacts are CC'd. When I was reviewing this for the BlueXP Case Management video I did a few months ago, that's how that field was described to me. If that's not the behavior, then let's talk more.
lost tulip
My customers sometimes tag me there for notifications
waxen sequoia
FWIW, my colleague opened a case yesterday and he put me in "Additional Contacts" and I was only notified that the case was created. No subsequent CC's for e-mails until I was manually added to the CC list in one of the first e-mails.
lost tulip
Yes. So long as my company is listed as a partner of record, it usually works.
It takes some coercing if I’m not
It totally depends on the person opening the case to add the extra contacts. Hit or miss
daring epoch
I'll be honest, if there isn't what we call internally an alert, I'd miss it.