🧩 Why Post-Ticket Follow-Up Matters

Following up after a ticket is resolved is just as important as solving it.

Merchants and teams often:

• Forget to send final updates

• Miss out on sharing critical info with stakeholders

• Lose visibility when multiple people are involved in a single issue

With Chatmyer, you don’t have to rely on manual follow-ups.

You can keep customers, managers, or external teams fully informed — automatically — using CC and transcript features.

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💡 What Are Ticket CCs in Chatmyer?

When a ticket is created in Chatmyer:

• The assigned agent and the customer are automatically added as CC

• Agents can add more email addresses to CC (e.g., supervisors, partners, or other stakeholders)

Each person in CC receives:

• Real-time email notifications for every update on the ticket

• Any status changes or agent replies

• A final transcript when the ticket is closed (optional, but encouraged)

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📄 Sending a Ticket Transcript

When a ticket has multiple updates or has gone through a complete lifecycle, agents can choose to send a full ticket transcript to all CC’d contacts.

This includes:

• Subject and ticket ID

• All replies, with timestamps

• Status history

• Any attached documents or images

🎯 It’s a full record of what happened — from the first message to the final resolution.

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✅ Benefits of Automating Ticket Follow-Ups

🔁 1. Ensures Everyone Is in the Loop

From the customer to upper management, no one has to ask,

“What’s the status of that ticket?”

They already know.

📬 2. Builds Trust with Customers

Sending a transcript after closing a ticket shows:

• Transparency

• Professionalism

• Attention to detail

It’s a subtle but powerful way to build customer confidence.

🧠 3. Internal Alignment

For larger teams or B2B merchants, transcripts help:

• Document who said what and when

• Provide visibility to account managers or project leads

• Serve as a reference for similar future issues

🕒 4. Saves Time

Agents don’t need to summarize updates manually or send individual emails.

Transcripts and CC notifications handle it automatically.

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⚙️ When to Use CCs and Transcripts

Use Case	Why It Helps
👨‍💼 Client wants their manager CC’d	Keeps client-side stakeholders informed
🧑‍🏫 Training new agents	Use real transcripts to coach support responses
📈 Internal performance audits	Share ticket outcomes with QA or management
🧾 Contractual / SLA obligations	Document full resolution steps as part of compliance

🔐 Privacy + Control

• Only intended CCs receive transcripts — agents control this

• Transcript emails are branded and secure

• You can choose to exclude certain internal notes or attachments if needed

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✨ Pro Tip

Let customers know during onboarding:

“When your ticket is resolved, you’ll receive a complete summary by email — feel free to share it with your team.”

This small feature can dramatically improve your support reputation.

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✅ Summary

Without Follow-Up Automation	With Chatmyer’s CC + Transcript Feature
Missed updates & manual work	Everyone stays informed in real-time
Customers left guessing	Final transcript builds confidence and clarity
No record of past support	Easy-to-review, searchable ticket history

🎯 Make your support feel personal, transparent, and professional — all without extra effort