We are new to Zendesk and last week we learned that if the requester sends a message to our support queue (which results to a ticket being created in Zendesk), they will NOT receive the message that is triggered by the Notify:Requester Request is Received trigger if the customer has CC-ed themselves in the original request.
We wrote to support and asked what the work around is and we were told that there is no workaround and the system behaves as designed! The logic that I was given is that Zendesk does not want to spam the customer's inbox!
As is, our organization does not have a way of knowing which customers are receiving the automated message unless our agents are tasked to check every single request and see if the requester had copied themselves or not. This seems to be un-manageable.
Is anyone dealing with a similar issue? Have you found a way around this? Does Zendesk have any plan to address this issue?
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