issue adding recipients to tickets after ticket creation
ART-2027_KNOWLEDGE_NODE-31
to the ticket via email. They cannot view the ticket on the portal, as they are added to the **Email members** field but not to the **Reported by** field.\n\nEmployees\n\n* With DevRev account (added to email thread)\n\n  *Added to:* **To**, **CC**, or **Email members** field.\n\n  *Is able to:* View the ticket on DevRev, reply via email, and receive in-app notifications. If they make changes to ticket attributes, they remain subscribers.\n* Manually added subscribers\n\n  *Added to:*
Email | Integrate | Snap-ins | DevRev
ART-2027_KNOWLEDGE_NODE-29
your communication requirements.\n\nThe visibility and interaction capabilities with a ticket in DevRev are determined by the user's role and how they were added to the email thread.\n\nEnd users\n\n* Original sender\n\n  *Added to:* **Reported by** or **Email members** field.\n\n  *Is able to:* View the ticket on the portal and reply via email.\n* An end user in the same organization\n\n  *Added to:* **To** or **CC** fields in the email thread; **Reported by** field, **Email members** field,
Email | Integrate | Snap-ins | DevRev
ART-2027_KNOWLEDGE_NODE-30
or @mentioned in the DevRev app.\n\n  *Is able to:* View the ticket on the portal and reply via email as an email member.\n* A customer admin for the same workspace\n\n  *Added to:* **Customer Admins** group.\n\n  *Is able to:* View the ticket on the portal once their workspace is updated on the ticket.\n* An end user outside original sender's organization\n\n  *Added to:* **To** or **CC** fields in the email thread, or mentioned in the DevRev app (adds them to **CC**).\n\n  *Is able to:* Reply
Email | Integrate | Snap-ins | DevRev
ART-1979_KNOWLEDGE_NODE-36
contact](https://docs.devrev.ai/product/plug) must be created first for any emails to be added as subscribers.\n* **Needs response**: Set to true whenever a new customer message is received on the ticket to ensure that no customer messages are missed. If a particular customer message does not need a response, the **Needs response** toggle can be turned off by the user. Turning off the **Needs response** toggle does not affect the SLA metrics.\n\nThese attributes can be effectively used in
Tickets | Computer for Support Teams | DevRev
ART-1979_KNOWLEDGE_NODE-31
from an email thread containing multiple customer email IDs, multiple reporters may be added. If a DevRev user adds a new customer while responding from DevRev, or if a new customer responds to the email thread, these new customers are added to the **Reported by** field. In the case of the Portal, there is only one **Reported by**, representing the person who has logged in to the portal to report the issue. Additional reporters can be added from the DevRev app. To select a contact in the
Tickets | Computer for Support Teams | DevRev
ART-1979_KNOWLEDGE_NODE-35
docs](https://docs.devrev.ai/import).\n* **Close date**: The date the ticket was closed.\n* **Source channel**: The channel through which the ticket was created. Customers can create tickets via email, the portal, and various other channels.\n* **Channel**: Indicates the medium used for customer communication.\n* **Subscribers**: Indicates the group of users who will receive updates about the tickets.External contacts cannot be added as subscribers, so a [DevRev
Tickets | Computer for Support Teams | DevRev
ART-1979_KNOWLEDGE_NODE-32
**Reported by** field, first choose the corresponding account and workspace in the **Customer** attribute. After this selection, the contact's name will appear in the **Reported by** list.\n* **Email members**: Participants in the ongoing email thread, dependent on the last email. This attribute automatically updates based on the last email sent from or received on DevRev.\n\n![]()\n\nAdding members to **Email members** also adds them to the **Reported by** field. Removing members from **Email
Tickets | Computer for Support Teams | DevRev