We see that in our current Major Incident process we need to send out updates. These updates go to about 3000 users. It would be nice to have the following option(s)

Send E-mails (to, CC, BCC) to predefined groups in the template.

Send E-mails on predefined time stamps (Creation, 30 minutes, every hour)

Select predefined groups based on the priority of the ticket. for example:

Medium Major incident is send to Team I, Team II and a High Priority is also send to Team 0.

It would be a great plus if we could define the recipients per ticket, so start with a default set and add/remove contacts to it. and use those

And one for the extra mile: Because we also provide our users in the hourly update when they will receive the next update (with a list of separate time zones) it would be very nice if we could use this type of table in an mail template or Call template

If any questions, please feel free to reach out