• 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?

• 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!

• 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!  

• Rolf Hayes

  • August 08, 2022 11:06

  We are experiencing this issue where it seems that all replies from a CC'd end user are being marked as private notes, despite having "Make email comments from CCed end users public" checked.  Is this an issue with our domain that needs trouble shooting further as with Gail's system?

  This is affecting our customers experience as our replies through ZD is not showing the full thread, or rather is only showing our comments to them.

  There should be the possibility of changing a private ticket to public.  Or if this needs trouble shooting please raise a ticket on my behalf.

• Brett Bowser

  • August 09, 2022 14:15

  Zendesk Community Manager

  Hey Rolf,
  
  I'd recommend reaching out to our Customer Care team in your account so they can take a look at some ticket examples with you. This article will walk you through reaching out to our team: Contacting Zendesk Customer Support
   
  Let me know if you have any other questions in the meantime. 
   
   
  
• Rolf Hayes

  • August 11, 2022 15:14

  Hello Brett.

  Thanks for your advice and directing me to "Contacting-Zendesk-Customer-Support".  Unfortunately the videos and detail there seem to be out of date and it took some further hunting to find the Get Help Button. 

  Now i've found what I think is the get help button its not working, does nothing.  Can someone help me?

• Brett Bowser

  • August 15, 2022 14:59

  Zendesk Community Manager

  Hey Rolf,
   
  Apologies if the instructions are outdated and I will follow up with our documentation team. In the meantime, it looks like our Customer Care team did reply to you in your ticket so I would recommend following up with them in that email that was sent to you.
   
  If you didn't receive that email let me know!
  
• Rolf Hayes

  • August 15, 2022 15:18

  Thanks Brett. Yes, I'm in touch with one of your Customer Care team, many thanks.  I may be wrong that it is outdated, it was just that the menu options when clicking on my profile pictures weren't as detailed in the instructions, however on a video that Anna in your Customer Care team  sent me does show it so I'm more confused. 

  Thanks again for your help.

Please sign in to leave a comment.