Viewing closed requests after removing Customer e-mail

Cassie Turner

As the product does not currently support a change to a customer email address, the customer is required to enroll in the Service desk again, using their new email address. The bigger issue here is,  when I remove the customer's old email account from the organisation, they can no longer view their closed requests as they are linked to the account that has been removed.

Carlos Garcia Navarro

Hi @Cassie Turner ,

This is an interesting use case. Yes, only the customers who opened the request are supposed to see their own tickets. I don't have an account to test at the moment but can you (as an agent) change the reporter to be the "new" user (the customer who re-enrolled using a new email account?) I wonder if that would make the tickets visible for those customers. Thanks