Customer Unresolved Requests
Customer Unresolved Requests
In ServiceDesk Plus MSP Cloud, unresolved requests are requests converted from emails sent by unknown users with the following email addresses in the To, Cc, and Bcc fields:
- Support email addresses not associated with any customer
- Two customer support email addresses
- Group email addresses of different customers
- Group email addresses of one customer and support email addresses of different customers
By default, these requests and their requesters are not associated with any customer.
To receive emails from unknown users, SDAdmin should enable Accept emails from unknown users in the incoming mail settings.
Unresolved requests can be accessed from Customer Unresolved Requests in the custom view filter.
Role Required: Technicians with permission to modify requests.
On the details page of unresolved requests, a warning message will be displayed stating that the customer is unresolved.
Technicians with the default customer scope can associate the request with any customer within their scope, either directly from the warning message or by clicking Actions > Change Customer.
Post association, all subsequent requests created by that requester will be associated only with that customer.
Note:
Users cannot add conversations to an unresolved request. If they attempt to do so, the conversation will be rejected, and the rejection is notified via email.
SDAdmin can customize the email template under Setup > Automation > Notification Rules > Other Notifications > Email Notification Templates.
Requesters whose email addresses include the customer’s verified domain are automatically added to the application without invitation.
When such requesters provide their email address while logging in to the application via the customer’s service URL, they will receive a one-time password (OTP) to complete their login process.
FAQ
1. Where can I find requests from unknown users?
Requests processed from emails sent by unknown users with the following email addresses in the To, Cc, and Bcc fields are categorized as unresolved requests:
- Support email addresses not associated with any customer
- Two customer support email addresses
- Group email addresses of different customers
- Group email addresses of one customer and support email addresses of different customers
By default, unresolved requests and their requesters will not be associated with any customer.
These requests can be accessed from Customer Unresolved Requests in the custom view filter.
Note: To receive emails from unknown users, SDAdmin should enable Accept emails from unknown users in the incoming mail settings.
2. How to limit unresolved requests?
The number of unresolved requests can be reduced if unknown users email only to support email addresses associated with a customer.