We like how Sysaid works that the end user can only see messages where they are in the To or CC fields. This is because sometimes we are unable to resolve their request without help from an external company (for example). We can then set up this external company with an account in Sysaid and email them from Sysaid so that we will see their responses under the SR and therefore keep all the messages together. We like that the end user is unable to see these messages (between the admin and external company) as we like them to think we are super clever and have solved the problem ourselves.
However, we do have a problem when the external company sends in an attachment with their email response as the end user can then see this. Surely if the end user is unable to see the messages where they are not in the To or CC fileds then they should not be able to see the attachments where they have not been included in the To or CC of the email??
Currently, SysAid doesn't support such feature. However, a work around is to create another email to receive those emails with attachments.
If you like, I can forwarded your suggestion to our feature request forum to vote for this feature.
We do not want to create another email to receive attachments as we like the way that Sysaid keeps all the information together for each SR. Before we had Sysaid we would have to search through lots of emails to find the related ones for a support request and dont want to get back to this way of working.
Could you please move this to the feature request forum?