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The reporter/ client who opened the ticket will need to ask in the body of the ticket to have a participant added to the ticket and provide the email[s] for this/ these user[s].
Has the requested user previously opened a ticket?
This means the desired user is already in our system and we can easily add the desired participant to the ticket!
The requested user has not previously opened a ticket.
The client who opened the original ticket must ask the desired participant to open a ticket themselves.
We generally ask that the requested participant open a ticket and simply state “please add me as a participant to support ticket ##### opened by whomever, for whatever topic.”
Once the CIS Product Support Specialist handling your ticket opens the ‘add participant’ ticket they will add participant and upon success all added end-users will be able to track the process/ participate.
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