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Thank you for asking. When customers reply tickets, their reply is distributed only to internal recipients (e.g. employees) configured for this Ticket. So: Inbound from the customers - all internal recipients get it, Outbound to the customer - all recipients (external + internal) will receive it.
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When a tech replies to a ticket by emailing the the email connector about this ticket their reply will go to all External Recipients, so if Cusotmer User A and Customer User B are external recipients for this ticket they will both receive the reply from the technician.
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