Our company has a history of many people from many teams forming relationships with our users. As far as the business is concerned, this is awesome. Our users feel really comfortable and have a person they trust and know that they can go to to talk about our product.
From a support standpoint, it can be a nightmare.
Many times, our users will send an email to their account manager or sales person (who aren't zendesk agents) and those people will either loop in support (by cc'ing us in their reply) or simply forward over the communication. Also, if a ticket from a user concerns an entire account, we will cc the account alias which goes out to many people.
The problems lie in the fact that, to everyone else, these communications look like email. Some people from our company will simply remove the users from the email and respond with internal notes or communication. Anyone who uses Zendesk regularly knows that doesn't remove the users from the ticket and they receive the update anyway.
My question to community: have any of you dealt with this same issue before? If so, how have you remedied/reduced the issue occurrence?
As a company, we recognized this very quickly and acted to put training in place to prevent people from doing this but, people aren't perfect.
Perhaps there is a feature or setting that we aren't using that we could be. Right now, our training is essentially, "don't send internal communications through email threads that involve support and concern a user". We instead direct the to our internal communication tool, Slack.
If anyone has any advice or ideas, we would greatly appreciate them.
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