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I’m new to IncidentIQ so forgive me for asking simple questions…

 

I’m an admin that wants to “jump” into an email conversation between the agent and the user concerning a ticket…  a simple “has this been resolved”? and I want to make sure it’s in the email chain on the ticket itself… is there an easy way to do that …? I’m not the agent or the requestor and I can’ figure out how to butt myself into the conversation

 

Or should I just comment and that gets into the Timeline? Does it email everyone?

@GMiles 240ccd7 effingham Thank you for submitting your question to our Community! This is a great question. If you want to jump into the conversation, I would suggest just commenting on the ticket and making sure that it is “visible to requestor.” If the email notifications are on, then everyone will see your reply. Unless you want email updates on every ticket, I suggest going into iiQ and commenting. 

I hope this helps 😄

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