Why do agent replies to email notifications arrive as private comments?

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  • Jeff

    Good Day - I have an agent that whenever they reply to a ticket via email always comes in as private. They are not a light agent and I have enabled the Agent comments via email are public by default.

    What else should I look at to correct this issue?


    Jeff Adzima

  • Devan - Community Manager
    Zendesk Community Team

    Hello Jeff,

    Good day to you as well. So I reached out to one of our specialists on this issue impacting you. We think this might be a glitch you are experiencing, so I'm going to pull this into a ticket so one of our Advocated can work with you one on one. You should receive an email shortly followed by a response from a member of our Support team. 

    Best regards. 


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