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Can Non-Agents/Non-Light Agents be CC'd in a ticket?
Answered
Posted Apr 09, 2021
We have an agent that needs to reach out to two individuals from our technical team. They aren't agents or light agents. If the agent simply cc's their email addresses (user profile created) will they get the email notification and be able to respond to the agent and the customer by hitting reply all? Or do they need to be upgraded to a light agent or agent status to interact with the customer even though they've been cc'd to the conversation?
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6 comments
Brett Bowser
Hey Alex,
As long as they've been CC'd to the ticket then they will be able to reply to the ticket thread using the Reply All option. Both the agent and the customer should see the email response.
Hope this clears up any confusion!
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Alex Hooper
Yep! It does. Thanks.
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Melanie
I have a small problem that seems to relate to this.
I cc'd a light agent to help me answer a ticket. The light agent then forwarded the ticket to an external partner from Outlook. When that external partner answered through Outlook, the answer became public in Zendesk.
All communication between light agents and internal colleagues had up to that point been internal comments. But when the external partner answered, the thread became public and visible to the costumer.
How can I prevent this from happening? Is there a function where external partners can be cc'd to a ticket, but their comments remains internal?
And is there a way to re-call that comment? I have look into different apps - would Cancel Ticket Submit do the trick?
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Cheeny Aban
Hi Melanie,
Unfortunately, the email from an external email address will always be public since internal notes are only visible to agents. If the reply was from someone outside your Zendesk network, that reply is always public. More information can be found here: Understanding when email replies become public or private comments
As a workaround, we suggest that you use side conversations instead. Side conversations are spaces in a ticket where agents can have a side conversation with a specific group of people, or discuss a specific area of concern or course of action. You can use them to organize information about a ticket. Further, The people on a side conversation can be inside or outside of your organization.
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Melanie
Hi Cheeny,
Thank you for your fast reply.
Yeah, I kind of suspected that. 🤨 I will look into this side conversation and hope this can be a solution.
Another question and just to be sure, when I turn a public reply into internal reply - will any unread comment then be deleted, like the re-call function in Outlook?
So the comment that was send as a public comment by mistake, once it is made internal and if unread by the costumer, it will be deleted from the costumer's mailbox?
/Melanie
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Cheeny Aban
Hi Melanie,
If you convert the reply to an internal note, the comment will no longer be visible to the end-user in future email notifications or when viewed in the web portal. However, if the email already reached the customer's Inbox, there is no option for us to recall the email, it will still be visible from there.
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