If you need to loop colleagues or additional stakeholders into an already created support ticket, you can do so directly via email. Fin automatically updates the ticket to include them as active participants, keeping everyone aligned.
Where you can add contacts
You can add participants by replying to a ticket notification that is sent to your email address once the ticket has been created.
Step 1: Locate the ticket email thread
Find the email notification thread for the specific ticket you wish to update.
Ensure you are replying to the most recent message from the support team to keep the conversation correctly threaded.
Step 2: Add contacts to the CC field
Click Reply All on the notification email.
In your email CC field, enter the email addresses of the individuals you want to add to the ticket.
Crucial: Ensure the main support email address remains in the To field so the reply reaches our system.
Step 3: Send your email reply
Type your message update (if applicable) and send the email.
Fin will instantly process the email, recognise the new addresses in the CC field, and add them as official participants to the existing ticket.