Why can you not CC a support address or use in side conversations?

1 Comments

  • Megan Lalock

    Ria,

     This is something that was a huge issue for us in the beginning of Zendesk and it took awhile to get used to. If you enable the "Zendesk Agent Workspace" it will actually allow you to create a child ticket via side conversation. Basically this creates a ticket for that specific group / entity you want to contact and this keeps the original ticket still assigned to you. When they comment on that ticket it will appear on your ticket as a private note. The agent workspace does change the layout of Zendesk slightly though so enable it in your sandbox first!

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