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Hide support ticket after complete

Elvin I'm New Here Apr 20, 2021

I want to hind the customer ticket (the discussion) from customer after ticket is done.

this is for privacy reasons as the discussion may have sensitive information and the customer may not have permission to view the information after some time.

We do not want to monitor users  and remove them after their privilege's ends. 

1 answer

1 accepted

Hi @Elvin ,

What can you do is changing an assignee on someone else, for example the agent who was responsible for the ticket. Thanks to this, the customer wouldn't have an access to the request.

You can create an automation rule that the reporter will be copied from the Assignee field after transition to the Done status. You have to also remove customer(s) from Request Participants field.

Kate

Elvin I'm New Here Apr 21, 2021

Thank you very much

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