We have a big problem with the way cc acts.
Lets say person A is requester and person B is CC'ed to the ticket.
If person B wants to send a private message to the assignee (maybe that he doesn't want person A to know), he will simply hit reply, delete person A from the TO or CC field of his email and send it over. As soon as his email arrives to zendesk, system will forward his email to person A and something embarrassing gets happened.
You know most of the users do not know about those zendesk codes in the subject line and other complex rules that gets his email forwarded to other people CCed to the ticket. Only thing they look out for is the TO and CC fields of their own email. So you can never explain him why his private email gets delivered to other people.
We had a couple of situations like this a while ago and that was really really embarrassing...
Is there any way to solve this? I've checked community as well as every side of zendesk settings for several times but can't find any solution. (except this one but the solution offered in here is just not enough...: https://support.zendesk.com/entries/26959287-CC-Logic )
I think a simple option like "Do not forward ticket comments to CCs & Requesters, if it gets sent by a Requester and/or a CC" may solve this. Or something like "Only public assignee comments gets forwarded to requesters and CCs" like I believe that this would work because, wether you CC'ed someone on zendesk or not, people will always keep CCing others on their own email. Because they never understand/care how CC works in Zendesk. They only know how CC works in email clients.
Would love to hear if other zendeskers got any problem like this and got any solutions?
PS: We've created some advanced notes on zendesk comment update emails, like their emails will be forwarded to people CCed on the ticket automatically by the system. But after a while, they got used to those messages, just ignore them and try to send a private message to the assignee by replying email again. We have to stop zendesk forwarding comments to CCs and Requesters.
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