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Can we enable two-way email in Help Desk only for existing requests but not new request creation?

in Help Desk

Summary:

Our requirement is that we want to allow two-way communication via email for Agents and Primary Contacts on existing Open Help Desk Requests. However, we want to prohibit the creation of new Help Desk Requests via email.

Is this possible? Thank you for any insights!

Version (include the version you are using, if applicable):

26B (11.13.26.04.0)

Tagged:

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