Customer unable to access the ticket

Question

When we have mulitple people copied on a ticket, I have been told that they cannot see the entire thread.  Only the person on the "TO" line can see everything.  Can we make it possible for all people that are cc'd to see it?  When they click on the view button in the email it takes them to a site and says you do not have access to view.

Here are the settings which I have applied to my service management project:

Ayush Lawania_c3cygh · Answer

@Lovee Eric How to achieve this "I would like to suggest exploring the possibility of enabling all recipients, including those cc'd, to view the entire thread"?

Lovee Eric · Answer

Hi @Ayush Lawania

I hope this email finds you well.

I understand that when multiple individuals are copied on a ticket, only the person listed on the "TO" line is able to see the entire thread.

Unfortunately, those cc'd are encountering issues when attempting to view the complete conversation – the view button redirects them to a site indicating a lack of access.

I would like to suggest exploring the possibility of enabling all recipients, including those cc'd, to view the entire thread.

It seems there may be a permission issue at play. Could we kindly check the permission workflow and ensure that everyone involved has the necessary access?

Thanks

Lovee Eric

Brilyant Inc