September updates: Adding BCC, editing ‘From’ address and more

Adding BCC in replies and new tickets

Now you have the ability to add addresses in BCC to both replies and new tickets in SupportBee. This feature comes in handy when you need to notify several customers at once about an emergency update or downtime, but you do not want to expose the email addresses of your customers to others.

Editing the ‘From’ address in replies

When customers send their queries to the wrong address (like billing@company.com instead of sales@company.com) you may have the need to edit the ‘From’ field to the right address, so that subsequent emails in the thread can come to the right email.

To edit the ‘From’ address in replies, open a ticket and click the address that is displayed on the sidebar. A dropdown will be displayed with all your forwarding addresses. Select the new address and press ‘Save’.

Ability for non-admins to assign tickets to private groups

Previously non-admins could not assign tickets to private teams. Since that constraint was hindering the support process for some of the customers, we have now enabled that privilege for agents in the system.



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Nithya Rajaram
Nithya Rajaram