When to Share a Ticket vs CC Someone

Overview

This FAQ guide explains the differences between sharing a ticket and CC'ing a ticket in the IT Support Center portal. It includes use cases, limitations, and best practices to help users choose the appropriate method for collaboration and visibility.

1. What does it mean to share a ticket in the IT Support Center Portal?

Sharing a ticket allows another requester to view and collaborate on the ticket through the portal. The shared user can see the ticket under 'Shared with Me', add notes, and receive updates if notifications are enabled.

When should I use ticket sharing?

When a colleague or manager needs visibility into a ticket
When multiple requesters are involved in resolving an issue.
When you want someone to track progress or contribute to the conversation.

Limitations and Best Practices:

Only users with portal access and a valid email in the Spokane College Domain can be shared with.
Use the ' Share' button, not CC, to grant portal access.

2. What happens when I CC someone on a ticket?

CC'ing a user on a ticket sends them email notifications about ticket updates. However, they cannot view or interact with the ticket in the portal unless it is also shared with them.

When should I use CC?

When someone needs to be informed but does not need to interact with the ticket.
When you want to keep stakeholders in the loop via email.

Limitations and Best Practices:

CC'd users cannot log in to view the ticket unless it is shared.
Use CC for passive visibility, not collaboration.
Avoid using CC as a substitute for sharing if interaction is needed.