When light agents respond to clients via email, the resulting internal note makes it appear an internal note was made via agent interface

3 Comments

  • Official comment
    Amisha Sharma
    Zendesk Product Manager

    Hello Jimmy Rufo - Thanks for your feedback. This can definitely be confusing. We will investigate and work towards improving this experience.

  • Jimmy Rufo

    See attachment

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi Jimmy,

    I've moved your post to our Feedback - Ticketing System (Support) topic for visibility to our product team.

    Was there an attachment or screenshot you meant to add to this?

    0

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