Trial user here... I am not seeing an obvious way for a user to private message to another user in the Forums. Is this not possible? Seems like a basic Community/Forum feature. I understand that Zendesk is at it's core all about support but as we generally need to crowdsource support, providing usual features that foster the community seem to be a must. Not many better ways to keep customers happy and loyal than to provide them with a strong community when they come to seek assistance.
Exchanging emails publicly is obviously not a good idea and sometimes talking about issues/solutions can involve sensitive subjects.