Link a case with multiple users/contractors or stakeholders so that they will also get notifications and updates from Team helpdesk
Often a helpdesk may have the requirement to link certain stakeholders, apart from the caller, to a support case. Such users can be external vendors, contractors or secondary field technicians that are related to resolving the case, though might not be direct support technicians of the helpdesk.
You can associate any contacts from your Address Book (or Global Address List – GAL) to a particular case item, such that these associated users would receive a copy of the caller or technician specific automated notifications. Refer to Team Helpdesk Manager > Settings > Notification Options > Associated Users Alerts.
Additionally, in Team Helpdesk Manager > Settings > Callers list, a new column ‘Associated Users’ allows the manager to relate a particular caller (person who is asking for support) with one or more dependent associates/users. This allows choosing the users from address book/Global Address List. With this relationship, when a new case is generated from an email sent by an existing caller, Team Helpdesk would automatically assign the corresponding associates to the case, and they too would get notified.