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    Solved Ticket BCC / CC

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    • peopleinside
      peopleinside mod admin community specialist last edited by

      Hi, I'm testing uvdesk in the outdated demo https://demo.uvdesk.com
      ( I suppose demo is not really updated, you should keep updated )

      If In an existent ticket I add a reply and insert an email address ass BCC the result is:
      the BCC email address will receive an email with the ticket link (that will not work as I think is right as BCC should be not able to login to the someone else ticket) than at the end of the alert email is correctly reported the ticket message.

      Suggestion: Maybe here the template about email sent should not include the ticket link as BCC will be not able to login to the ticket.

      If in the ticket reply I add an email address as CC that I suppose should let CC email access to the ticket, no email alert are sent to the email address.

      Suggestion / Bug report: Why no email alert is sent?
      In this case user should receive maybe template of BCC and should be able to access the ticket and to see the ticket in his ticket list?

      What is really the difference between BCC and CC?

      For me should be: BCC only get ticket reply by email but cannot access to the ticket, CC add an user to the ticket and allow to access the ticket and to see the ticket in his customer area.

      Actually seems this is not working as expected.

      UVdesk passionate | Community moderator | External consultant

      If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
      You can always get in touch also with the UVdesk team
      https://support.uvdesk.com/en/

      1 Reply Last reply Reply Quote 0
      • bansalvaish
        bansalvaish UVdesk Staff last edited by

        @peopleinside
        Yes, the demo is not updated yet, this will be updated after the upcoming release.

        • BCC/CC both user should not receive customer ticket link access on email, this has been raised on github https://github.com/uvdesk/core-framework/issues/350

        • CC user can only access the ticket directly by login if they are already added as collaborator in the same ticket https://prnt.sc/10b7q62 , else the email received by CC users will be the same as received to BCC.

        • I have tested the by adding CC user in ticket and email is successfully sent, so kindly check again with updated bundles of uvdesk.

        peopleinside 1 Reply Last reply Reply Quote 0
        • peopleinside
          peopleinside mod admin community specialist @bansalvaish last edited by peopleinside

          @bansalvaish thanks for the reply.

          I have tested the by adding CC user in ticket and email is successfully sent, so kindly check again with updated bundles of uvdesk.

          Correct this part work. Maybe was a temporary issue.
          Thanks for checking and opening other issues.

          UVdesk passionate | Community moderator | External consultant

          If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
          You can always get in touch also with the UVdesk team
          https://support.uvdesk.com/en/

          1 Reply Last reply Reply Quote 1
          • Sanjeev
            Sanjeev developer UVdesk Staff mod last edited by

            @peopleinside

            Demo Is now updated (as per the latest release) you can check here.

            1 Reply Last reply Reply Quote 1
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