Submit a ticketCall us

Webinar: Web Help Desk for HR, Facilities and Accounting Departments
This webinar will focus on use cases for HR, Facilities and Accounting.

Having a unified ticketing and asset management system for all the departments in your company can provide end-users with a seamless experience and make things easier for your IT team. Yet, with different business tasks and objectives, many departments don’t fully understand the capabilities of Web Help Desk and how the software can be customized for effective use in their departments.
Register Now.

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



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.  


Web Help Desk all versions


  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. ​​​
Last modified
15:43, 16 Mar 2017