Enhanced Support Ticket Management for Shared Accounts

[ashishsaretia]

Is your feature request related to a problem? Please describe.

We are using a shared business account on Frappe Cloud -> Frappe Helpdesk (support.frappe.io) to raise support tickets for our team. Currently, all tickets are raised using a common email ID, which is internally distributed among our team members.

This setup presents the following challenges:

1. Lack of Individual Identification: As a manager, when I access the support portal, I am unable to identify which team member has raised a particular ticket. This makes it difficult to manage and track accountability.
2. Reply Notifications Not Distributed: Reply notifications are sent to the common email ID, meaning individual team members do not receive updates directly. They need to manually check the portal for updates, which leads to delays and inefficiencies.

Describe the solution you'd like

• Add a "Raised By" Field: Allow team members to add their name or an identifier while raising a ticket. This field can be displayed on the support portal for easy tracking.

• Enable Notification Forwarding: Introduce a feature to forward reply notifications to a specified email address (e.g., the email of the team member who raised the ticket) or allow adding CC email IDs for better communication while raising the tickets.

Describe the alternatives you've considered

No response

Additional context

No response