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
Hello! Good day. Thanks for reaching out to us on community.
Regarding your query, I would like to clarify that when a ticket is shared with a requester in the portal, it is expected behavior that the requester gains the ability to update the ticket status, including marking it as closed. This functionality is designed to ensure smooth collaboration and resolution when a ticket is shared. However, I’m happy to share that the ability to disable “Mark ticket as closed” for shared tickets is on our product roadmap. I recommend keeping an eye on our Release Notes for updates on upcoming features and improvements.
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