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Replies posted by leo.moisio_19502

2 Replies

L
Apprentice
leo.moisioApprentice
posted in Automations and Workflows

Customer added a private note to a ticket

HiBasically they claim it is by intent in case the ticket was forwarded to the customer.So now I just avoid using the forward-feature in FD completely.It may be that deleting the forwarded message from FD could work around the situation, haven't really verified that yet.

5
R
Community Debut
3 years ago
L
Apprentice
leo.moisioApprentice
posted in Automations and Workflows

Customer added a private note to a ticket

HiBasically, it was claimed that this is by intention if said customer received the ticket as a result of a forward action.How can I at least work around this, in situation where an existing ticket has once had a message forwarded to a customer, and henceforth all replies from that customer appear as private note AND that customer insists on replying always to the same old thread? Any way to revert replies from that customer to that thread to again appear as regular ticket messages that will reopen the ticket if closed?

5
R
Community Debut
3 years ago

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