Question

How can I make a public comment through my email inbox when the option Agent comments via email are public by default is not enabled?

Answer

Agents can use the command #public from the Mail API to send a comment as public from their inbox. Note that you can only update an existing ticket by replying to email notifications for that ticket.

public command from mail api

For more information, see the article: Using the Mail API to update ticket properties from your inbox. 

Note: If you are trying to send a public reply from within Zendesk instead of from your email inbox, see the article: Adding comments to tickets.
Powered by Zendesk