Hi, we have a support channel that is intended to be used only as an internal support, but when customer support forward in an email from an outside user and we respond on the ticket, the outside user is getting notified of responses.
Is it possible to restrict this so only internal users from a domain get notified of responses?
Hello Stephen,
Welcome to the Freshdesk community! For the emails forwarded by the customer support agents, Freshdesk automatically detects and creates a ticket on behalf of the original sender. This setting can be modified under Admin->Email section.
Cheers!
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