Why are end-user comments showing up as internal notes?

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  • Dave Foster

    I regularly have this issue: An end user will reply to a ticket email, and the comment will be an internal note. I assumed this happens when they don't reply all and instead reply to me directly or something. It's super annoying either way.

  • Gail Hovanec

    It seems to be very counter intuitive that if someone replies who is not the ticket requester or already a CC they get pushed to a private note and then there is no way to make that private note public to fix the mistake.  Currently you can only make a public comment private, not the other way around.  

    Customers, by definition, don't work alone.  Often additional customer contacts will be pulled into an ongoing email chain and even if they are already in our system, but just weren't on the chain originally, their responses are made private.

    ZenDesk needs to provide an option to stop this behavior or allow switching a private note to public.  If ZenDesk is going to force us to accept making all replies of this nature private notes then you must provide the option to make them public so these messes made by your bizarre policy can be fixed easily.

  • Frank Dijker

    I totally agree. It drives me nuts as people are complaining they don't get all of the messages and then I see that some of the notes are private, even from external emails??


  • Serge Mucibabic

    I agree this is annoying and very confusing. 

    I've just had a case where a relatively new agent forwarded a couple of moths old email to our 'Zendesk Support' email, hence the ticket was raised. The agent who forwarded this email was not copied on the original email (he wasn't even an employee at the time). The system created a ticket with an internal note, but recognized the requester who is the customer.

    Furthermore, I have a trigger that uses a standard provision {{ticket.description}}, which is supposed to capture the content of the ticket and send it out in a non-agent email address (via 'Notify Target') at the time of ticket creation. The trigger worked and the email was sent out, but the content was empty as the description has been omitted. I suspect this is because of the internal note that by nature is supposed to be shared with agents and administrators only.

    Can you please help me understand this better and let me know what can be done about it? 

    Why the system created this ticket with internal note?

    Thank you!

  • Gail Hovanec

    Don't hold your breath Serge - I've gone round and round with ZenDesk about this issue.  They opened a tickets for me, we gave them access to our account - nothing came of it other than "this is how it works, we can't change it" or "this happened because this is the way it is supposed to work".

    They totally ignored or disputed data provided that proved the settings were not working as they should and ended up closing my cases.

    Customer support for long standing and known issues is very poor - it is much easier for ZenDesk to just push the blame off by saying that it has to be this way or that it is a fault of the customer not understanding why it has to be this way - than to fix the long standing issues.  ZenDesk developers - "Hey, let's spend time coding so that we can put a context panel with buttons in the interface for functionality that already exists and tell customers it is to make things easier! We won't really have to do anything new or difficult!"

    It really is a pity how ZenDesk manages the application.  It could be such a great system, but they seem to choose to just ride on the coat tails of what they originally made and ignore making the many changes that are asked for over and over and over again - literally for YEARS.


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