Handling Piped Support Requests As Non-Customer?

[Potato]

Hi,

I was wondering if a person who isn't a customer sent a piped email which created a ticket in the support section, can said person view the support desk for updates etc? - As it seems you have to be a registered user in order to view it currently?

[Michael]

  On 8/23/2014 at 8:29 PM, Potato said:

Hi,

I was wondering if a person who isn't a customer sent a piped email which created a ticket in the support section, can said person view the support desk for updates etc? - As it seems you have to be a registered user in order to view it currently?

 

They can't no, as anyone can view it then just by having the link. They can reply via email and it will reply to the ticket.

[Potato]

Thanks for the response.

Sure, I noticed there's other systems out there that generate a unique link for these types of enquiries.

As long as the reply is sent to the person in full, that's great and not just a 'Your ticket has been updated' notification, that's definitely usable.

[Michael]

  On 8/23/2014 at 8:47 PM, Potato said:

Thanks for the response.

Sure, I noticed there's other systems out there that generate a unique link for these types of enquiries.

As long as the reply is sent to the person in full, that's great and not just a 'Your ticket has been updated' notification, that's definitely usable.

 

Yeah they get the reply and if they reply it updates.