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Hi!

 

I’m not sure if this is a bug, but it seems strange to me. If you share a ticket with a requester it seems like they are granted the ability to mark that ticket as closed in the portal.

 

 

 

From the perspective of the requester to whom the ticket was shared:

 

 

 

Then, when you reply from here you can not delete the message in freshservice even as an admin:

 

 

Any idea what is going on here? I cannot seem to find an option to remove the “Mark ticket as closed” for requesters for shared tickets.

Hi.

Yup.

That’s a bug.

I reported something similar, but this is indeed a bug (and should be considered as that, and not an enhancement).

Anyway, I suggest to submit a support case with this finding, as they should handle this as a bug.

 

 

Regards,

Hi, and thanks!

I reported it and got a reply saying it is intended behavior

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