Internal Note Color (when someone new is joining to the thread)
If a client is answering us from a different email address than the one he used to start the thread conversation, it changes his email to the same color as an internal note. That's very confusing!
Please change it to a different color to prevent mistakes from happening.
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Thank you for the feedback on how the UI handles email changes. This security step is in place to alert the agents on the ticket that the requester email and the new email the user is updating from isn't the same, and to review prior to sending out information.
At this time there isn't a design change to this, however it will be marked as feedback. I encourage you to follow along for any updates! -
I agree , this is confusing to explain to a team of over 200 users and they do not understand why it has to be this way. We would love if it would not be the same color as a personal private note.
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