People in the loop

Weronika Masternak
3 min read
updated: Jan 19, 2021

Adding more people to the message

You can add email addresses to the “To” or “Cc” fields in a standard email message, and you can do a similar action in HelpDesk. Reach multiple recipients with your message by adding them to the loop. This way, every person related to the case can stay on top of things and be informed.

To be clear, the “People in the loop” field isn’t the same as the “Cc” field in your inbox. In standard email messages, you can see multiple email addresses in the “To” and “Cc” fields, but in HelpDesk, messages are sent separately to each recipient included in the ticket. This allows you to choose whether to show or hide an email address that belongs to an agent or follower involved in a customer case.

To add more message recipients, click on the “+Add more people” button.

Using the “Add more people” button to add more message recipients.

Next, insert the email address in the field.

Adding people to the loop using email addresses.

If you want to add multiple email addresses, use the “+Add another” button. Here, you can add up to 20 email addresses.

Adding more people to the loop using the “Add another” button.

The same email address cannot be used in the “People in the loop” field and the “Requester” field.
The same email address cannot be used in the “People in the loop” field and the “Requester” field.

When you’re ready, click the “Save” button.

Saving settings after adding people to the loop.

Correctly completed adding message recipients. The list with “People in the loop” is updated.

As you can see, a new person has been added to the “People in the loop” field. You can edit this list at any time using the “Edit” button.

Editing the list with “People in the loop.

Key principles of using “People in the loop”

All email addresses added to the “People in the loop” field actively participate in the exchange of messages and can see the content of the entire message. They’re also free to reply to the ticket.

For now, if a person added to the loop responds to the original message sent from outside HelpDesk, a new ticket will be created in HelpDesk. In the future, it’ll be possible to merge threads into a single ticket.
For now, if a person added to the loop responds to the original message sent from outside HelpDesk, a new ticket will be created in HelpDesk. In the future, it’ll be possible to merge threads into a single ticket.

A view of people in a loop shown in Gmail.

Please note that once you remove the email address from the “People in the loop” field, that person will no longer be able to respond to the ticket.
Please note that once you remove the email address from the “People in the loop” field, that person will no longer be able to respond to the ticket.

Why can’t you see other recipients in the message thread?

To ensure that recipients can see every person added to the message, you should first adjust your email template. If your email template is set up correctly, all people added to the loop will see other recipients, the subsequent messages, and the ticket history.

The “People in the loop” parameter in the email template.

Using an API to set the “People in the loop”

You can also use an API to set the “People in the loop” field when adding a new ticket or modifying an existing one.

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