Cc recipients on maintenance requests, and a clearer Reporter

Maintenance requests rarely concern one person. A tenant copies a partner, a caretaker wants the property manager to see the answer, a contractor should get the closing note. Until now the platform only ever wrote to the reporter. This release adds Cc to every maintenance request.

Cc under the reporter

Open a request and the new Cc row sits directly under Reporter and Company. Type an address and press Enter, comma or Tab; paste a whole list and it is split for you; an address that cannot receive mail is refused on the spot. Addresses you have used before are suggested as you type.

• Every mail after creation reaches the list. Replies, the resolution notice and the closing notice go to the reporter and to each Cc address as their own message. Answering any of them, with reply or reply-all, goes back to the request and is passed on from there, so nobody receives the same answer twice and nobody's address is shown to the others.
• The author is never mailed their own message. A reply from a Cc'd person reaches the reporter and the other Cc addresses; a reply from the reporter reaches the Cc list. The person assigned to the request is kept informed of every message they did not write themselves.
• Incoming mail fills it in. When a request or a reply arrives by email, the people visibly copied on it (To and Cc) are added to the request, minus your own inbox and the reporter. This only happens when the sending mail server passed SPF or DKIM checks, so a forged sender cannot attach recipients to your correspondence. A customer inbox alias that forwards into the ticket address is recognised as such and never treated as a co-recipient.
• Anyone on the thread can answer by mail, and their answer lands in the request's conversation as it always has.
• Up to 20 addresses per request. The list is managed by staff; tenants cannot change it.

Replies quote the original issue

Every reply mail now ends with "Original reported issue" and the request's description, so the recipient can follow the conversation without digging out the first email. Requests without a description are unchanged. Organizations with their own reply template keep their template.

The Reporter field says who a message reaches

The Reporter field was reworked so a request has exactly one reporter: a tenant from your site, or a name and email address written in by hand. Choosing one replaces the other, which ends the case where a request quietly carried two contacts and every reply went out twice.

• At rest the field lists every channel a reply actually reaches, email and phone, each with its status, and says plainly when a message would reach nobody, before you write it rather than after.
• Editing opens a small form with Save and Cancel instead of saving on every keystroke, because switching between a tenant and a written contact is deliberate and a slip must be recoverable.
• The avatar and the contact icons beneath it now line up.