Working with email address conflicts in ticket replies

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4 Comments

  • Craig Bailey

    This is confusing as all get out. I don't understand why this is such an issue or important? It says add our agent's email address to the whitelist? We are configured such that any external emails to an end user ticket are all forced to go through our domain via the ZD interface (not via agent email). So how could they possibly be out of sync with the reply-to? 

    I beginning to get agents flagged and no idea why are how after several years of usage. And now attachments blocked. This is all very very will-nilly it seems.

    Much more deeper detailed explanations please.

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  • Dwight Bussman
    Zendesk Customer Care

    HeyO Craig,

    This sounds like something that may need a closer look within a support ticket, as I'll want to collect some information that you may not wish to share in such a public forum. I'll follow up with you from such a ticket shortly to look into this further.

    Dwight B. | Customer Advocate

    Zendesk Experience Research Panel

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  • Dana

    Re: Note: If the From and Reply-to addresses are different, and the Reply-to address is a known end user, no user abilities are suspended. Instead, the comment is flagged and a warning appears letting you know that the From and Reply-to in the messages do not match.

    Why does the email then show as an "Internal Note"? This is confusing to the agent.  I can see that you may want to draw attention to the different email address, however, there should also be an option within the warning to say "OK" and then move it to Public Response. We have several clients that have 2 email addresses and do not always reply from the original email address from which the ticket was created.

    Where can I post a "programming request" within Zendesk as I find it hard to navigate where this should be posted?

    Thank you!

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  • Dwight Bussman
    Zendesk Customer Care

    Hi Dana,

    The reason that the response is set as an internal note is to avoid incorrect people surreptitiously adding themselves to tickets' public replies that might then get sent out to other users. This visibility level is discussed within this article

    As for the ability to make a private comment switch to become a public one, that's not currently an option within our system, but I'll be happy to mark this request as product feedback so that developers are aware of it as I suspect this is what you meant by a "programming request". If you'd like to make your own product feedback post so that others may comment on it to provide suggestions/workarounds/vote in support of your idea, you'd want to search for this suggestion/post a new idea within this community topic

    Dwight B. | Customer Advocate

    Zendesk Experience Research Panel

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