Anurag Toshniwal

Hi Zendesk folks!

Just wanted to add another point here:

If an organization uses G-Suite groups, and an agent CC's a G-Suite group on the ticket, then the response from any group member is also logged as an internal note. 

Looking closely at the internal note, you can see that Zendesk notifies agents that "user_name was not a part of this conversation". This defeats the purpose though as I have to manually copy-paste the response that got logged as an internal note and then re-share it in a public reply.

Can anyone provide a workaround? Thanks!