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Losing responses to tickets reassigned to inbox


#1

We’re having an issue with tickets that we update then place back into the inbox. We often receive requests that require more detail in order to even assign let alone diagnose or resolve. We update the request and re-assign it to the inbox so that the whole team can see the ticket.

The issue is that all updates or responses from the requestor are lost. We do not receive email updates.

Is there a configurational change that we can make to resolve this issue?

Thanks,
John


#2

Hi John,

What do you mean they’re lost? They never arrive in HS or you just don’t get email notification of them? No replies from the customer should be lost no matter where you assign the request.