Understanding when email replies become public or private comments

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  • Geoffrey Gallinger

    I am getting some complaints from my customers around the behavior regarding whether an organization admin is able to see all replies to a ticket regardless of whether they CC the ticket requester or not.

    Although I understand that side conversations between our customers and our agents that do not include the ticket requester might be valuable in certain circumstances, we have customers who would like to see all ticket activity by their team no matter what.

    Perhaps a third response type is called for. I can personally attest that, as the Administrator of Zendesk, I get questions all the time about the counter-intuitive way that customers are able to create internal notes. 

    Customers are external. Why are they able to create something that is called "Internal"?

  • Niclas Kårlin
    If a CC replies to a ticket notification, and the requester isn’t on the reply, the reply becomes a private comment. If the recipient of the ticket notification is a follower, and the ticket already includes private comments created from email, the reply becomes a private comment. However, if the Make email comments from CCed end users public setting is enabled, the behavior changes and the reply becomes a public comment instead.

    I've tried this setting, but it doesn't seem to work, at least not how I interpreted it should. The email response (from another CC, and missing CC of the requester) was still Internal.

    Please create a ticket from this comment, to review our ticket https://kollmorgen.zendesk.com/agent/tickets/30922 




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