On the Email request page, you can also choose whether to allow emails from addresses which are currently not registered as customers of your service desk to be added as comments to the associated request.
This can be confusing as it can be implied that a customer would be able to comment on another customer's issue.
This documentation could be more clear about what the "No, only allow customers and agents to comment on a request via email" setting does.
It should be more clear to state that not ALL customers will be allowed to comment on a request, only customers that are involved in the issue.
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