Active only for selected customers
CDESK offers an option to enter new requests and discussion posts only for chosen customers and disable this feature for others.
1. First, follow the procedure of settings from Active for all customers, with two differences:
a) Skip setting of sender’s address in step #3 for now, it is described further.
b) In step #5 (enabling of e-mail processing for all customers in CDESK) check only desired customers, which will have enabled the processing of e-mails in CDESK.
2. Setting the sender’s address and the place for delivering of an answer.
For customers which doesn’t have a permission to enter the requests and discussion posts via an e-mail, you can set the e-mail address, which is added to an e-mail as a sender of the message. These settings can be found via maintainer’s account in Admin zone -> Users -> Global settings -> Message processing -> part Email settings – Sender’s address in emails from CDESK. Here you enter an ordidany e-mail address, which is watched by responsible operator and is not forwarded to CDESK.
For customers with enabled entering of requests and discussion posts it is necessary to create a new e-mail address, e.g. firstname.lastname@example.org and make sure that forwarding of e-mail from this address directly to CDESK is working properly. This e-mail address must be set in CDESK in Admin zone -> Users -> My profile, global settings -> CDESK reuests -> Global settingsfor processing of CDESK messages through email. Here you can also see the address for forwarding from an external e-mail address. Consequently, this address is inserted into the CDESK emails generated for clients who have the email processing enabled.
3. Now you can enter the requests for both types of customers.
Tip: Discussion post as a response to an e-mail from CDESK is accepted from all users under customer account in CDESK, which has enabled the processing of e-mails to CDESK.
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