How to Add Participants to a Kayako Ticket

In Kayako, collaboration is essential, but currently, the customer portal does not provide a direct way to add team members or participants to an existing ticket. However, there are two simple methods available to ensure the right people from your organization are included in your support conversations.

📌 Option 1: Enable Organization-Wide Ticket Visibility

If your organization wants all team members to have view access to every ticket raised under your company’s domain, we can enable this for you. Simply ask this in the next response and we will do it on your behalf!

✅ Benefits:

• Automatic visibility into all tickets—no manual CCing required.

• Ideal for teams with shared responsibilities or oversight needs.

📩 How to Request:

Just send a request to our support team asking to enable organization-wide ticket visibility. Once activated, any user associated with your organization’s domain will be able to see and follow all existing and future tickets.

📌 Option 2: Add Participants via CC in Ticket Responses

If you only need to add a few specific people to an individual ticket, you can do this by CCing them in your reply.

✍️ Steps:

1. Open the ticket via your email 

2. Compose a response as usual.

3. Add the email address(es) of the person(s) you want to include in the CC field.

4. Send your reply.

🤖 What Happens Next:

Once the ticket is updated with your response, Kayako will automatically add those CCed recipients as participants. They will begin receiving updates and will be able to reply to the thread.

💡 Need Help?

If you're unsure which option works best for your needs, feel free to contact our support team, and we’ll guide you through the best approach.