Service ticket reply from CC contacts

Hi guys,

When a CC person replies to a ticket e-mail that reply is marked as an internal message for the given ticket, even when "External access level as default" in system settings is checked.

Is this a bug in the system or by design?

For our customer, it is crucial that this message from the CC contact is available for the primary contact person in Customer Center.
For now the users have to manually change the access level for this given message from internal to external, which is not an optimal solution.

Is there a way to solve this issue?

/Kim

RE: Service ticket reply from CC contacts

Hi Kim!

 

The cc'ed person's email address needs to be added to the list of contact people on the ticket, and then messages that were sent after that will no longer be internal. 

Av: Emilija Vilija Treciokaite 23. jan 2018

RE: Service ticket reply from CC contacts

Hi Emilija,

Thanks for the quick reply :)
Seems to work perfectly.

/Kim

Av: Kim Long Nguyen 23. jan 2018

RE: Service ticket reply from CC contacts

Kim, this is due to the person is not supposed to be able to see communication with external people on the customer center.

There is a registry setting with reg_id 119 (Make message internal when sender is not contact) that you could set to 0. That would make all messages received from e-mail = external.

Av: Simen Mostuen Iversen 23. jan 2018