"Forward via Email" does not show the original sender's email address



  • Heather Rommel
    Community Moderator
    Zendesk Luminary
    The Product Manager Whisperer - 2021

    Hi Denver,

    On comments that were created via email, you should have the option to view the original email on the upper right corner of the comment:

  • Blanca
    Zendesk Customer Care

    Hi Denver,

    As per your inquiry, it is correct when you forward a message from within the user interface; we always respect people’s privacy. Thus, the e-mail address is not shown. It is a relatively standard feature of email forwarding (Microsoft also respects this convention).

    Blanca | Customer Advocate

    Chat with our live support!


  • Óskar Ómarsson


    We've also encountered this. And frankly this is not a good practice, this isn't a privacy issue. And this creates issues when we forward emails and the recipient needs to be in contact with the original sender.

    @... not sure what you are reffering to common email clients like Gmail and Outlook do indeed include the email address of the original email sender with the forwarded email. So your statement is perhaps not true.

  • Denver CB

    ^I second Oskar's sentiment above. Is there a setting that we can modify so that email addresses are included when we forward emails via side conversation? Bianca's reply certainly is not true for Google/Outlook emails, so I don't quite understand the privacy consideration angle. Thank you.

  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Denver CB,
    At the moment, this is a native feature of the following function. But, we would highly suggest you post this as product feedback on our Support Community feedback page here
    Thank you and have a wonderful day ahead!
    Kind regards,
  • Team Leafworks



    Just to communicate it clearly. I cannot remmeber Outlook or any other mail client hiding the e-mail addresses to "respect the privacy of the person"...Please...

    At our customer this behavior leads to time losses. Why? 

    1. Zendesk Team forwards message to another internal team that is not working with Zendesk.

    2. In the forwarding message only names appear, no e-mail address.

    3. The Team working with Outlook does not know, how to proceed in the case the have to contact the person that wrote the comment. The ask the Zendesk Team again.

    4. The Zendesk team has to send the e-mail address.

  • Dainne Lucena
    Zendesk Customer Care

    Hi Team Leafworks

    For your team's workflow, I completely agree that having the email address included in the forwarded email. With that being said, natively it's not yet possible in Zendesk. 

    I've taken a look and found that other users are discussing similar needs here: Side Conversations - Including commenter email address when attaching ticket comments. You can up-vote that original post and add your detailed use case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    We greatly appreciate your feedback on this!


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