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Understanding when email replies become public or private comments



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Amy Malka

Zendesk Documentation Team

Edited Jan 13, 2025


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38 comments

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Paolo

Zendesk Engineering

Hi Oanh,
 
The only way for an inbound email to be set in public is for the end user to be the requester or be added as a CC in the email. Otherwise, the comment will be private.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Hello, I have following use case:

We're dealing with an organization and send all of our pro-active ticket requests to one address (which on their end is a distribution list to various of their internal people) e.g. "support@thirdparty.com". Whoever picks up our request on their end would then reply with their personal email address "john@thirdparty.com"). This causes that these replies are flagged as Third party replies to our ticket. As these requests go back-and-forth all of their replies get lost in the email thread. This is highly confusing.

There is also no option for us to add all of their people to CC via a trigger. So I'm at a loss to how to deal with this? It's not an option to manually always copy various of their people to CC after the fact.

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Joyce

Zendesk Customer Care

Hello Max,
 
With your use case, it is really necessary for your agents to manually add the responder as CC in the ticket for the succeeding responses to appear as a public comment. Zendesk does not have a way to identify the individuals that are part of a distribution list, as those are configured outside our system, therefore responses coming from email addresses that are not explicitly part of the ticket are expected to show as a private comment.

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Jimmy Rufo

Zendesk Luminary

Can someone clarify if a light agent replies all to an ticket email notification, and includes an external requester on the TO/CC line, why Zendesk still marks this as internal note?  Is there an enhancement that can signify "Internal to those viewing in the ticket system, but external email was sent".  As of right now, others in the ticket chain are confused that responses that were seen externally, only went out internally, which obviously would not be the case in this scenario.

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JR Lausin

Zendesk Customer Care

Hi Jimmy,
 
All ticket comments by light agents are private, including the first comment of any tickets they create. So when they reply to an email notification the system will detect them as a light agent and mark this comment as an internal note.
 
I don't see any update on changing this behavior but please feel free to submit a product feedback on this General Product Feedback topic 
 
 
Sincerely,

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Jimmy Rufo

Zendesk Luminary

Noted JR Lausin.  My comment was more for an indicator to let people know in the UI that the internal note was left via an email reply.  Today, I have to look at "View Original Email" to confirm who was sent this email, as it obviously went to more people than whoever is just internally collaborating on the ticket.  I can enter product feedback, but I thought I had done so in the past.

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JR Lausin

Zendesk Customer Care

Hi Jimmy,
 
I tried to look for the feedback you posted before but I can't seem to find it did you get an update or an email from our dev team regarding this? If not I recommend posting this as a new feedback as I'm pretty sure this will be beneficial to Zendesk users.
 
Sincerely,

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