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

https://support.zendesk.com/hc/en-us/community/posts/360000894848-How-can-an-end-user-add-an-internal-note-to-a-ticket-

 

Please review the thread above.  We need to be able to notify users who submit replies to tickets which end up in internal comments vs. public comments based on the Zendesk security change earlier this year.  This is causing issues with our customers.

 

2 problems: customers do not know their reply was received by Qubole and it does not trip any SLA clock start for next reply SLA's.  The main issue is when the customer adds a cc: to the ticket which is a distribution list, but the person replying is not registered as the requester or cc: in the ticket to their direct email address.

 

We should be able to do one or more of the following:

1. Auto-reply to user that their reply was registered in zendesk as an internal comment since their email address was not registered on as the requester or cc: member of the ticket list

2. Allow agent to be able to change the comment from an internal comment to public comment, thereby allowing other users to see the public comment and the time it was registered.  It should be noted that any SLA's for this could not be "backported to the timestamp of the comment"

3. Allow agent to "hot-add" the person replying to the cc: list so future updates will be public comments