we have created request types to be filled in by the customer. Once the customer has completed and submitted the request form, it can no longer be changed by customer. Is it possible to configure the customer view so that the fields can also be edited by the customer afterwards?
Thanks for your support!
HI @Lisa E.,
As far as I aware it is not possible currently.
I believe this is to retain historical accuracy for the customer. The customer should instead request the ticket is edited by the Agent. If the Agent needs to alter existing values in a customer's ticket they should seek approval from the customer to edit information on the ticket.
I am not sure if there is a plugin that could achieve your request. I know there is a request for customers to be able to edit the Priority field of existing tickets however it is unresolved.
Hope this helps
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