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[Chalupa_Batman]

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@CSA_PM wrote:

Hi @ Hc8 

Thank you for your patience. I will message you in private...

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Hello @CSA_PM 

I just wish to understand better to help educate myself and other members who volunteer their time helping others. If you message a customer in an open forum like you've done here, are we supposed to stop helping the customer try to resolve their issues and let you take over?

[Jem1988]

The public forum and helping, earns us badges points etc so that may be why 

[slusagm]

Happy to see PM jumps in the Community to help.   People will get the proper help quicker.   In the end, it is a win for all Community users

[Luddite]

@Chalupa_Batman   If you message a customer in an open forum like you've done here, are we supposed to stop helping the customer try to resolve their issues and let you take over?

In theory that CSA will take care of things, but feel free to add information that may be helpful. 

[hairbag1]

@CSA_PM 

if there's a solution here that doesn't involve divulging customer info, shouldn't your message be posted here in the Forum so we can all learn ?