Genesys Cloud - Main

Does anyone know of a way to get email updates for a support ticket that I didn't open? Currently it seems to be only the person who opens the ticket get an email when there is an update. 

We have multiple people in our organization that can/do open tickets.  Recently we had someone go out of town with an open ticket.  It was a fairly important issue, so I had to log in and check it periodically throughout the day.  I do not see any way to "subscribe" to an open ticket so I can get email updates as well. 

Hi John

Correct, by default the email updates will go to the user that created the ticket.  We had similar challenges in the past, where we then added a comment on the ticket asking that Genesys shares the ticket notification on a different email address.

If you have a distribution group, you can also have this included as part of the notification which will allow the entire team to receive the updates.

Hope this helps

Regards

Stephan