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Customer reply arrives marked as "private note"
Answered
Posted Sep 21, 2018
I have tickets where the customer sends a response and their response arrive flagged as a private note (and the whole note is yellow like a private note would be).
If you have access to our account, ticket 1051 has an example of this.
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11 comments
Heather Rommel
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
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Retouching Academy
This is very confusing, why not add another way to differentiate such emails?
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Brett Bowser
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!
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Brett Bowser
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!
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Dan Paul
Is there any update to the issue with replies from CC'd individuals not being made public?
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Ben Van Iten
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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Rolf Hayes
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.
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Brett Bowser
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.
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Rolf Hayes
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?
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Brett Bowser
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!
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Rolf Hayes
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.
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