Helpdesk - Hide conversations

Smart CRM & Sales Hub CRM
1

Hi together,

I am looking for explanation, what are the advantages of hiding a conversation-email in Helpdesk:

JJ9_0-1738763420940.png
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Does it mean, that customer does not see this one in our customer portal?

However, just me, as a user (or Admin), can unhide this conversation, I really do not get the advantage for other reasons.

Thanks for explanation.

Br,
Jana

2

Hi @JJ9! As @Jnix284, @danmoyle, and @Adriane mention in the thread Confidentiality of Emails in Help Desk, the hide function hides these messages from all users and is typically used to conceal sensitive information.

Best,

Kennedy

3

Hello Kennedy,

I am not sure, I would like to use this one. Do I have the possibility to turn it off for our users? Or is this a standard set-up from HS?

Thanks

Jana

4

Hey @JJ9 -- this is a standard feature that cannot be disabled, but you do not have to use it or hide any emails!