Best practices for using email clients with CCs and followers

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2 Comments

  • Idit Matas

    Hi, I have a question about a possibly contradicting information:

    • From this article: Any email response by a follower is recorded in the ticket as an internal note.

    • However, from this article: If a follower replies to a ticket notification, and the ticket doesn’t already include private comments created from email, and the most recent comment on the ticket isn’t a private comment, the reply becomes a public comment

    The second mentioned behavior indicated that a follower's reply to an email can lead to a public comment, which contradict what is mentioned in this article  (first mentioned behavior).

    Please assist in resolving this contradiction. Thank you!

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  • Amy Malka
    Zendesk Documentation Team

    Idit, sorry for the confusion. Thanks for asking. Typically, any email response by a follower is recorded in the ticket as an internal note, with the exception that you noted in the other article. I will update both of these to make that more clear.

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