Question
When the client replied to an update, their reply became an internal note. Why is that?
Answer
If the user who comments on the ticket is not the requester or a CCed user, it is expected behavior that their message becomes an internal note. Internal notes from your team are not visible to end users.
For a complete breakdown, see our article on understanding when email replies become public or private comments.
4 Comments
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!
Seems funny that Zendesk who promote and claim they assist with customer service of loads of companies, seem to not listen to requests of their own customers. Similarly to this article, the Customize search results columns article which was created in 2017 doesn't seem to be any further on with Zendesk development.
Please ZD team, we know you can do these things, please help your customers.
Hi @..., out of interest do you mind sharing which platform you migrated to?
This is especially annoying when a Light Agent leaves a comment on a ticket that is categorized as Internal, which in turn does not update the status of the ticket to Open.
We had to work around this by creating the following Trigger, but the main drawback is this occurs to internal comments also left by full Support Agents who then have to update the status again:
ZD cannot differentiate in triggers (and a lot of other areas) between an Agent & Light Agent:
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