Multiple clients on one ticket

I think rather then multiple clients, clients who are CC'd into tickets should have the option to update/view the ticket through their web portal.

At the moment they can only update tickets if they email, which is what we are trying to remove as an option.

I think rather then multiple clients, clients who are CC'd into tickets should have the option to update/view the ticket through their web portal.

At the moment they can only update tickets if they email, which is what we are trying to remove as an option.

I agree that I'm not so sure it'd be helpful to have more than one client per ticket, and that those CC'd should be able to see the tickets in their web portal.  I don't see, however, why those CC'd shouldn't be able to update tickets by e-mail.  I think that's a good feature too, which should remain in the software.

Clients who are cc'd might be able to edit and update an individual ticket, but it doesn't help managers who are trying to keep tabs on multiple tickets submitted by multiple people.