Allow all users to update any ticket?

Question

Hello,

I was wondering if someone could help me. I have WHD running but I would like a user to be able to update a ticket by responding from any e-mail address.

Currently, if I set-up a ticket to user1@domain.com and they, for example, forward their message to user2@domain.com and that user replies - WHD sends a message back saying user not recognised.

I would like users to be able to reply to a ticket from any e-mail address. Is this possible?

Kind regards

James

kjette · Answer

Yes, that is true.  All of my WHD clients have one email address associated with their account.  Not sure how you would make it work since its looking for the email address to validate the user.

FormerMember · Answer

Hi Kjette,

Thank you for getting back to me on this.

Unfortunately that still won't quite do what I want it to because I don't necessarily have all of the e-mail addresses for all of my customers. A customer may have two or three e-mail addresses and if they decide to respond from a different address, I don't think your solution will work unless I have that address already in my system?

Kind regards

James

kjette · Answer

It would be nice if theres a way to do this at a global level but the only way I know of is to enable it for each client individually in the Client's properties and checking the "Allow e-mail updates on any ticket" box.