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The requester

The requester panel​

Requester shows the name, email address, phone and the language their emails are in. The name links to the contact page. Account is the company the requester belongs to, with its labels; None · add opens the contact page, where you can put them in one. See accounts and contacts.

Other cases, further down, has:

  • From …: the requester's other cases that you can see, with See all from this requester.
  • Open at …: open cases from colleagues at the same account, often the same problem, with See all open at ….

Details has the source (the form's name, Portal, Agent or API, and the channel for logged cases), the creation date, the reference, and which brand emails go out as.

Requesters follow their case through a private link in their emails, without an account or password. The link works while the case is open and for 30 days after it closes. Requester link says when it was issued.

[!TIP] If a link may have reached the wrong person, for example a forwarded email, click Revoke and send a new link. The old link stops working at once, and the requester gets an email with a fresh link to this case. Their links to other cases keep working. The revocation is on the timeline.

In copy​

In copy, folded near the bottom of the side panel, lists the people who follow the case by email, like a watch list: a manager, a colleague of the requester, a supplier. Type an email address and Add; the × takes someone out.

  • They get every reply to the requester, and every message from the requester or another person in copy ("… wrote:"). Internal notes never reach them.
  • Their copies don't carry the requester's private link to the case page.
  • With email replies set up, they can answer the email: the answer goes on the case like the requester's, with their name and In copy next to it, and everyone else on the case gets it.
  • The requester can add and remove people in copy on their case page too. Every change is on the timeline.
  • At most 20 per case. A follow-up case (a reply after closing) and a merge keep them.