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

10 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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