Hidden requester's replies
Hello.
We have some issue with requester's replies via email.
When requester create new request via email, technician take it to processing
When requester send second, third and following replies, they marked with red lock icon (hidden for requesters)
Is it a issue? Because sometimes similar replies marked with green lock icon
What does it depend and can we avoid it?
Our requesters need to view all their replies on the Self-Service Portal