Transfered Mail on Side conversation

Beantwortet

5 Kommentare

  • Brett Bowser
    Zendesk Community Team

    Hey Matthieu,

    Thanks for taking the time to share this with us! I'm going to create a ticket on your behalf as this seems like it could be a bug.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Anne Flore CAIRE

    Hello

    I am interested by the resolution of this post because we have the same problem.

    Worst, when the email come back in the side conversation of the existing ticket or a follow-up ticket, the destination email adresse doesn't appear ! It 's the one of the previous recipient who appear, so our agents can't understand that the email is not for them.

    I created a ticket to your support who explained me that displaying inaccurate data is the expected behavior, and i should post a suggestion on the feedback on support. So i do it in this post cause is the same subject.

    Regards

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Anne Flore CAIRE,

    I looked into this issue for our resolution, but unfortunately, we were not able to resolve this previously due to not receiving the information needed from this user. I've gone ahead and opened up a ticket on your behalf so one of our experts can troubleshoot this with you.

    Best regards. 

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  • Anne Flore CAIRE

    Thank you ! I will complete the ticket with a detailed example

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  • Anne Flore CAIRE

    For those who run into the same issue and read this post, after the second ticket with Zendesk Support, I confirm that when the email comes back into the side conversation of the existing ticket or a follow-up ticket, the displayed destination email address is incorrect and this is not considered a bug to be addressed by Zendesk. So I had to open another evolution request dedicated to this subject. For those who want to vote https://support.zendesk.com/hc/en-us/community/posts/1260801919170-Wrong-displayed-destination-adress-email-in-side-conversation-Needs-a-fix

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