Users unable to see the Ticket Thread

revmon94

Users when they click the link what they receive in the mail once the ticket is submitted, are unable to see the Ticket Thread, while viewing the status of ticket what they have submitted. Its not clickable.

They are allowed to only write some comments thru - "Enter message"

How to make the Ticket Thread clickable and viewable by an user who had submitted tickets.

Thanks

ntozier

When you update the tickets are you using "Post Internal Notes" or "Post Reply". If you are using "Post Internal Notes" then its working as intended as those notes are only displayed to staff.

revmon94

Comments in post internal notes are seen to user.

But is it possible for the user to know to whom the ticket is assigned and whether the ticket is transferred to other department etc. or the complete ticket thread.

Please clarify.

Thanks

revmon94

pls clarify.