Answered

Contact Permissions

Hi All


Fairly new to Freshdesk.

Just wondered if the following scenario is expected behaviour :


Logged in as admin, created a ticket with requester as a new email address.

That email address then received an activation email; they then entered a password  and were taken to the ticket that had been created.


This was all well and good, but what was really surprising was that this user (who remember is a contact only not an agent) has the ability to create new tickets and send to any other email address they want.


Is this to be expected ?


Any help appreciated.

 


Best Answer

Hi GW,


When the user navigates to the new ticket page, it would automatically fill in their email address in the Requester field. The field is editable and so the user can retype their address, if they want to. 


We do have an option to disable the edit option but that requires Estate plan or higher to customise the ticket form.


Cheers!


1 person has this question

Hi GW,


The contact you had activated can only send ticket to the support email address you would have configured, and he doesn't have any control over the email IDs that they send the ticket .  Can you please clarify more on "send to any other email address they want"



Answer

Hi GW,


When the user navigates to the new ticket page, it would automatically fill in their email address in the Requester field. The field is editable and so the user can retype their address, if they want to. 


We do have an option to disable the edit option but that requires Estate plan or higher to customise the ticket form.


Cheers!

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