5 Replies Latest reply on Dec 1, 2016 12:21 PM by mst

    Web help desk v12.3 email rejected

    mst

      I have noticed some emails rejected when clients replying to already created tickets.

       

      INVALID_EMAIL_REQUEST

       

       

      Please advice. Thx, MST

        • Re: Web help desk v12.3 email rejected
          mbussey

          Seems there's confusion over which client record to pick based on email address.

          Can you check to see if you have multiple client records with email address?

          • Re: Web help desk v12.3 email rejected
            mst

            I think I know what is going on: person A creating a ticket buy email and CC somebody else B person, all of sudden B person is replying back to already opened a ticket and get response - email rejected.

             

            You were right about "Allow E-Mail Updates on Any Ticket (Yes) on their client account." but how can I enable that for all users as system wide? Is there any option to enable that so people not included in the ticket can reply.

             

            Another question is if I want to not included people change the status of the ticket?

             

            Thank You for Your all help.