Communicating with users about internal comments vs. public comments from email replies

13 Comments

  • John Meyers
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    Adding my post from the other thread as well:

    While internal notes from alternate email addresses seems like a step in the right direction for security, we have some fairly big problems with these automatic internal notes.  Many of our customers send us tickets from different email addresses than the one on their account in our system.  Too many emails are getting flagged and made internal notes.  Adding the second email to the CC is not a great solution because it's a pain for us and slows us down having to look up the user's other address, if we even have it.  If we don't, then any part of the thread coming from that address will be lost to the user.  Also, if we do add the second as a CC, the user will now get two emails from us for every response going forward.

    Is there any way to turn this feature off or edit any settings around its behavior?  If the system is going to auto-flag any replies coming from the user on a different email address, we need the ability to convert that internal note to a public comment and to flag that email address as valid so that any further replies form the customer are no longer set to internal.

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  • Greg Bakken
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    Touching up this thread to see if the Zendesk product team has any thoughts on this dilemma.

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  • Alexandra Hjert
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    Not including an internal comment update from a customer seems to be a large gap in the SLA structure to break. Is there any update here or any feedback from a product manager we can receive? Thanks in advance.

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  • Neil
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    Would be nice to have a quick button we can click on the private comment to automatically add them as a CC / approve the comment.

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  • Nicole - Community Manager
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    @Greg & @Alexandra - no updates from the product team. 

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  • Sara Read
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    +1 to fixing this or making it editable! This is a painful issue when tied to SLAs. 

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  • Devon Nobrega
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    +1 to this from me as well!  Having the option to change an internal note to public for these situations would be very helpful.

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  • Andrea Parisi
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    + 1 from our team as well! Is there an update on ETA for resolution? 

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  • Hope Notz
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    We are having many issues with this as well. Has anyone else experienced where the customer IS CC'd, but their comments still sometimes come through internal? I have seen this happen many times and there is no flag on their comment as to why it is internal either. I haven't seen much benefit to this feature. Having a way to switch their comments to public would be SUPER helpful. 

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  • Greg Bakken
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    yes, we are seeing this as well.  since others on the cc: are not seeing their teammates' cc, then we respond to the internal comment without the others having any perspective, it leads to customer confusion.  would really like to get this worked out in the product :-)

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  • Jesse Asklund
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    The other problem with this is that the ticket redaction app (or even the API for that matter) won't remove text from these comments so it's a GDPR concern.

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  • Luka Vukajlovic
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    Zendesk can we please get some comments on this, as it's more and more becoming a bigger problem?

     

    The current situation is that any end user who replies to our tickets without specifically being added in CC prior to their reply - forces current logic to mark the ticket as an internal. If I reply to such a ticket, the end user does not see their previous comment - only my replies.

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  • Saxon Clay
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    I did some testing today and I think I found why sometimes CC'd addresses post as internal replies and sometimes they post as public replies. 

     

    Conditions: Two registered Zendesk end-user accounts. 

    Created a ticket using Account #1, added Account #2 as a CC address to the ticket. 

     

    Account #2 tested sending three replies into the ticket via email response, ie replying directly to the email they received when the ticket was opened. All three of these responses posted to the ticket as internal notes. 

    Account #2 then signed into the Zendesk user interface, and sent three replies to the ticket accessible under "Requests I'm CC'd on". All three of these responses posted to the ticket as public replies. 

    Account #1 tested multiple replies both via email and from the tickets UI, all of which posted as public replies as expected. 

     

    It appears any CC addresses replying to a ticket via email specifically will post as an internal comment, regardless of if it's a registered account or if it's actually added as a CC address. 

    This is the only consistency I found, hopefully explains why these appear to be intermittent for some of y'all. Looking forward to a resolution soon. 

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