How to add participants to an existing support ticket

You can add colleagues to a support request after it is raised, so they receive updates and can reply without opening a new ticket. This guide is for anyone who raised a request in the Huddly Help Center.

Add participants when a colleague, your IT team or your reseller needs to follow the case or provide details such as serial numbers, logs or site information.

Before you start

• You are signed in to the Huddly Help Center with the account that raised the request.
• You have the participant's name or email address.
• Adding someone outside your organization may be restricted by portal settings.

Steps

1. Open your requests. Sign in to the Huddly Help Center, select your profile icon (top right), then select Requests.

2. Find your ticket. Set the filter to Created by me to show only requests you raised. Select the ticket reference (for example, ICTI-23 or SUPPORT-1234) to open it.

3. Locate Shared with. On the ticket page, the right-hand panel lists everyone under Shared with. Select +Share below the list.

4. Add the participant. In Add request participant, type the person's name, email address or organization. Choose the match from the list, then select Add.

5. Confirm. The person now appears under Shared with and receives an email notification. Repeat for each additional participant.