The Email Support extension for KB Support includes the Anonymous Replies feature. Before we go on, it is important to note that in order to make use of this feature, you must have the participants feature enabled within KB Support.
So what are Anonymous Replies?
Anonymous Replies are replies from addresses that are not recognised for the given ticket.
How do they Work?
Email Support will process replies from any email address that is associated with the identified ticket. That email can belong to the customer who opened the ticket, a member of their company, or a defined ticket participant.
By default, Email Support will reject any email reply that is not associated with the ticket.
With Anonymous Replies enabled however, Email Support will allow any email address to reply to an existing ticket and process the email attaching it to the ticket as a reply. Furthermore, the email address of the sender will be added to the list of participants for the ticket. That address will then be included in any future email communications to the customer regarding the ticket.
How to Enable Anonymous Replies
From the Tickets -> Settings page, click the Email Piping tab. The Anonymous Replies option is listed here. It is disabled by default so simply check the box and click Save Changes to activate the feature. Remember that the participants feature must also be enabled.
This can be a very useful feature, but remember that in enabling it, anyone could potentially reply to any ticket. We therefore recommend you consider this carefully before enabling.