Allow others cc'd on open case to access case in support area | Community
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A
Anonymous
January 3, 2014
Duplicate

Allow others cc'd on open case to access case in support area

  • January 3, 2014
  • 4 replies
  • 2158 views
I think it would be helpful to allow the other members on our marketing team (who have accounts with Marketo) to have access to the same case I have established via the support tab in community.marketo.com. 

Creating an option to add them to a case would allow them to provide their own comments and keep up with the stream of communication. This would be much easier than sifting through multiple emails and relying on a single point of contact for an entire company.

    4 replies

    K
    kh-lschutte
    New Participant
    February 7, 2020
    No text available
    Kenneth_Law
    Kenneth_Law
    New Participant
    February 14, 2014
    Hi Josh.  If you have others cc'ed in the case that you have created, it means that the are notified of the case creation and also when the case is updated.  People from your account should be able to access cases that have been created and add details/comments to them in the Support Portal view.  They simple need to find the open case, click the case number and then select the Add Comment button.
    A
    Anonymous
    January 6, 2014
    When I cc another team member, I'd also like them to be able to view the case in their personal instance of marketo under the support tab. This would allow them to see the entire stream of communcation and contribute to the discuss as well. Maybe this feature already exists and an error was encountered...?
    Amy_Lepre
    Amy_Lepre
    New Participant
    January 6, 2014
    We use the CC option and add a user to the ticket in this case. That doesn't work for you?
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