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.
Related Articles
Delete Requests
Role Required: Technicians with permission to Delete requests Delete an Individual Request Go to Requests and choose the respective customer from the drop-down in the header. Click the subject of the request to open it. In the request details page, ...Link Requests
Technicians can link closely associated requests by designating a parent request and linking other requests to it. Allow Automatic Selection of the Parent Request Go to Requests and choose the respective customer from the drop-down in the header. In ...Follow Requests
Technicians can follow requests to monitor its updates and receive notifications when changes are made. Role Required: Technicians with View Request permission; Requesters. Follow a Request Go to Requests and select the respective customer from the ...Customer FAQs
1. How to add requesters under a customer? To add a requester under a customer, Go to Setup > Users & Permissions > Users. Select a customer from the drop-down in the header. Click New Requester. Enter the details in the form, select the site to ...Search Requests
In the Requests module, you can search through various fields, attachment names, merged request IDs, descriptions, conversations (excluding automated responses), and notes. This includes all Active, Trashed, and Archived requests. Search results can ...