• Heather Rommel

  • September 21, 2018 15:35

  Community Moderator

  

  Hi Max, this is by design as of earlier this year. Some posts relating to this:

   

  https://support.zendesk.com/hc/en-us/community/posts/360000993288-Comments-by-users-not-explicitly-added-to-the-ticket-will-be-flagged?page=1#community_comment_360002111648

  https://support.zendesk.com/hc/en-us/community/posts/360002653547-Negative-Impact-of-Security-Fix-on-email-driven-workflows-Enable-Private-to-Public-Comment-conversion

   

• Retouching Academy

  • October 29, 2018 21:15

  This is very confusing, why not add another way to differentiate such emails?

• Gail Hovanec

  • October 05, 2020 12:59

  This needs fixed.  The setting to allow customers who are Cc in a reply to have their replies public does not work.  Our tickets are still filling up with private notes from customers that should not be private notes, just because they were Cc on the original request and then replied.  The setting below should stop this from happening and it does not.

  

• Brett Bowser

  • October 05, 2020 15:32

  Zendesk Community Manager

  Hey Gail,

  I've seen this occur if the CC'd user replying is sending their response from an email alias. If that's the case, the comment would show up as a private note. If you view the original email of the private comment, does that email address match the CC'd users email address?

  If so, let me know and I can create a ticket on your behalf to troubleshoot further.

  Thanks!

• Gail Hovanec

  • October 05, 2020 15:38

  Hi Brett,

  Thank you for the quick response.  The users are sending from their work email addresses, not an alias.  These emails are in the same format as the other customers on the case with the only difference being that they were added as a Cc by another person on the thread.  Then, when they reply, their responses become private notes.

  I tried enabling the setting to allow CCed end users email to be public and it did not work.

  This could also be fixed by allowing private notes to be made public - just as you can make a public response private.  Then with just a click of the mouse it's fixed.

  Thank you!

• Gail Hovanec

  • October 05, 2020 15:41

  Also - FYI, for what it is worth, there have been multiple odd behaviors these past couple of weeks within ZD and I do believe that new functionality has been being deployed by ZD as our options/views have changed... not all for the better and not all working as I think they are supposed to.  Maybe this is the cause of the option not working to allow Cc as public?

• Brett Bowser

  • October 05, 2020 16:13

  Zendesk Community Manager

  Thanks for taking the time to share this with us Gail! I'm going to create a ticket on your behalf for further assistance.

  Cheers!

• Dan Paul

  • December 02, 2020 13:53

  Is there any update to the issue with replies from CC'd individuals not being made public?

• Ben Van Iten

  • December 18, 2020 15:25

  Zendesk Digital Resources Team

  Hi Dan,

  Are you still experiencing this issue? If I'm understanding you correctly, there might have been a service incident related to this but I'm not sure if we're on the same page.

  Are you sure that the response is coming from the exact same email address as the one that is CC'd and not an alias of that address?

  Thanks!  

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