Couple Of Issues

[mysitesonline]

Hello,

I have a couple of questions....

1/ Why is if a customer submits a ticket VIA E-MAIL to a department that has custom fields assigned to it if they login to the web interface to view the ticket they are unable to enter (or update) any details in the custom fields as they do not appear.

We have a problem that when a customer submits a ticket via e-mail and we need to establish account security with them we ask them to give us their security pin (they would enter this in a custom field via the web submission) and we would rather they had to login to the web interface and browse to the ticket and update the security pin field (if it where there) as we feel this is an added layer of security.

2/ When a customer does use the web interface to submit a ticket with custom fields why is it that kayako doesn't retain the information they have entered in the custom field boxes when they view the ticket via the web interface?

-Sam