Attachments, participants and links

Attach only files required to resolve the case. Download only attachments marked as clean.

Do not ask the customer for passwords, payment card details or identity documents unless a separate, approved procedure requires it.

A participant sees the full customer conversation — check the email address carefully before adding them.

Relations (related, blocking, parent/child, duplicate) help keep context. Before resolving a parent case, check that all child cases are closed.

Run anonymisation only after confirming the request number.