Understanding when email replies become public or private comments

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39 Comments

  • Brett - Community Manager
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    Hey Ben,

    Thanks for testing this! I'm going to create a ticket on your behalf so we can dig into this further and determine the expected behavior.

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

    Cheers!

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  • Claudia Araujo
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    Hello, 

    Any plans on finding a solution to this? When an end user (that is not an agent nor follower) hits reply instead of reply all requester should not be removed and comment should be public.

    If a solution is not planned, is there a workaround other than manually copy-pasting the end user comment and re-seding to the requester?

    Many thanks,

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  • Brett - Community Manager
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    Hey Claudia,

    I can confirm that it's expected behavior that the update would then show up as a private comment if the end-user does not reply-all. I wasn't able to track down a work-around other than copying and pasting which is what you're already doing.

    Hopefully, other users can chime in here and offer up some advice for you.

    I'll also pass your feedback along to the appropriate team so they're aware if the roadblocks you've run into.

    Cheers!

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  • Mike Schepker
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    Brett - Community Manager that makes no sense. If an end-user, that is not an agent or follower, replies (as opposed to reply all) the comment should be public as they are an end-user and not in any position to add internal notes to tickets. 

    Someone at Zendesk needs to rethink this whole process and sort it all out. There has been nothing but conflicting information from Zendesk on this post and in tickets about this feature. It is obviously very poorly thought out and implemented. 

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  • Ian Morgan
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    Like others I do not understand why this is so difficult. If a person is either an end-user or not recognised by the Zendesk account it should be treated as public. Only agents who are registered on that Zendesk account should be internal.

    Is it possible to give a use case where my simplified idea above would not work or why it is so difficult to do from the Zendesk setup end?

    I have always found Zendesk explanations to be very easy to follow in the past but I (like others) am really struggling with this one. 

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  • Hope Notz
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    Ian Morgan, I think the idea behind this makes more sense if you think about it from the original requester's perspective. When they log in to see their Activities, they see all public comments. If someone on the ticket replies and does not include the original requester, it's as if the didn't want them to see the email. So, the way Zendesk is handling this is to make the comment internal so the original requester does not see it in their activities. 

    That being said, not one time have a seen this be the case. I have not seen an internal comment come in where the sender intentionally did not want the original requester to see the comment and were grateful it came through internal. Quite the opposite - 100% of the time it has been frustrating and annoying for customers and agents. 

    I can see why this was a consideration, but I don't believe it should have ever been implemented. 

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  • Ben Ballard
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    There are plenty of use cases where a requester CC's an employee who is not an agent, where that employee may want to reply privately to the agents. This is practically the norm for B2B, the customer often CCs the sales rep, and sometimes will CC an executive. Even in B2C, a customer may CC the CEO, thinking that will get them greater attention, and the CEO or their team might not be agents, and may need to reply privately to the agents.

    People are generally pretty careful about who they add or remove when they reply, and when Zendesk is in between the agents and the non-agents on the email thread, it should be as close as possible to how email works.

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  • Hope Notz
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    Thank you for the explaination, Ben Ballard. That is understandable. 

    However, it would be nice to at least have the option to turn this off for organizations where this is not applicable. 

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  • Ian Morgan
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    Thank you Ben Ballard and Hope Notz for those explanations. This does not apply in our use of Zendesk as we are a small company. Everyone in the company is a light agent so that we can call on help from all areas within a ticket. They are obviously restricted to private messages so an external user who manages to create a private message is more difficult to control. As Hope said it would be great to be able to turn this off. 

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