Signed in end-users (via iMedidata) can add CC’s to requests they submit via the Customer Success Center ticket form.
Q: What happens when the request is submitted with CCs?
A: Once the request is submitted the behavior of CCs submitted via the web ticket form on Customer Success Center is identical to the current behavior of CCs submitted via email. CC'd users will be notified and can sign in to participate in the ticket comments. CC'd recipients will receive a copy of a notification email when the ticket is created, and then every time the ticket is updated with a public reply.
Q: Is “auto-complete” enabled?
A: That feature is not available. Please make sure to type in your CCs carefully. Help Center will notify you if there is a problem with the format of the email address you typed in (such as forgetting the “@” or “.com”), but will not let you know if you spelled the address wrong.
Q: Is this the only way to add a CC to a ticket?
A: You may still add CCs via email.
Q: What if a person who is CC'd doesn't have an account?
A: Upon being CC'd they are sent a Welcome Email inviting them to verify their account and set up a password.
Q: How can I remove myself from a ticket?
A: Simply ask within the ticket that the agent remove you. Currently, that is the only way to be removed once you are CC'd.
ADDITIONAL HELPFUL ARTICLES:
- Chat Hours
- Quick Guide: Finding Product Information
- Opening a Ticket: Product Escalation Guidance
- How to Use Your iMedidata Account Number
- General Troubleshooting Articles
- Customer Success Center: Best Practices
- Medidata Academy: Training & Learning
Following these steps should solve your issue. If it hasn’t, please call our Help Desk.
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Thank you for using Medidata’s Customer Success Center!