Hi All, I’m having a issue with the customer ‘Submit a follow up message’ option, this is how my issue begins, I have several queues eg :- CCBS and ROAM now customer can create ticket under those 2 queues but agent will move the tickets from above mention queue to a another queue call IMPL which customer has ro in to that queue, if customer has rw permission to IMPL queue he can ‘Submit a follow up message’ but if customer has ro permission he cannot ‘Submit a follow up message’ because that option is not available for customer. But what I want is that, is their a way to active ‘Submit a follow up message’ option for ro queues for customers. Thanks you Lakshan