Here you go, cleaned up and structured:
Please give a quick overview of your product feature request or feedback and note who in your organisation is affected by this issue (2–3 sentences)
There is currently no simple way for the original requester to automatically receive responses when a ticket is reassigned to another user. This mainly affects agents and CSMs who raise tickets on behalf of clients, as well as the end customers who need visibility in their portal. The lack of automation creates friction in managing communication and visibility across all parties involved.
What problem do you see this solving? (1–2 sentences)
This would ensure that both the actual client and the original submitter remain informed without requiring manual intervention. It would streamline communication and reduce the risk of missed updates.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3–4 sentences)
This happens regularly whenever a CSM submits a ticket on behalf of a client and the requester needs to be updated to ensure visibility in the client portal. Each time, the original requester must be manually added back into the conversation to stay informed. This is a recurring issue that adds unnecessary operational overhead and increases the chance of communication gaps. Over time, this impacts efficiency and can lead to a poorer experience for both internal teams and customers.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1–2 sentences)
Yes, the current workaround is to manually CC the original requester after changing the ticket requester. This is repetitive, easy to forget, and not scalable.
What would be your ideal solution to this problem? How would it work or function? (1–2 sentences)
Ideally, the original requester should be automatically CCed when the ticket requester is changed. Alternatively, there should be a simple built-in option or toggle to retain or add the original submitter to all future communications.