Tip: How to add a warning on emails that contain internal notes

3 Comments

  • Brett Bowser
    Zendesk Community Manager

    Thanks so much for sharing this tip Dan! This is extremely useful :)

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  • Lacey Simpson

    This is a really useful tool, but how do you make sure End Users do not see this in the email thread as well as agents?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Lacey, great question!

    This example uses the tickets.comments_formatted placeholder to display the ticket comments. That placeholder will only include private comments when the email is being sent to an agent. So an end-user will only see the public comments, which won't "trigger" (pun slightly intended) Dan's Liquid Markup logic that adds the warning message.

    For more information on ticket comment placeholders and what they contain, see the Zendesk Support placeholders reference

    Hope that helps clarify things!

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