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Home > Success Center > Web Help Desk (WHD) > Allow unregistered email recipients to update a Web Help Desk ticket

Allow unregistered email recipients to update a Web Help Desk ticket

Table of contents

 

Overview

This article describes how to allow people who are not Web Help Desk users to update tickets. This applies to users who were Cc or Bcc recipients in the Ticket Update email.  

Environment

Web Help Desk all versions

Detail

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > Tickets > Options.
  3. Under General Options, select the Allow Non-User CC Updates checkbox.
    kb 5409-1.jpg
  4. Click Save. 
  5. Open a ticket.
  6. In the Ticket Details tab, scroll down to Recipients and locate the Cc: field. 
  7. Select the Cc: checkbox.
  8. In the Cc: field, enter the non-primary or secondary address of the user.
    kb 5409-2.jpg
  9. Click Save & Email.
    The user can now update the ticket from the Cc email. ​​​
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