When light agents respond to clients via email, the resulting internal note makes it appear an internal note was made via agent interface
When a light agent replies to a ticket notification via email, and puts the external ticket requester on the email "To:" or "CC:" line, The agent interface and resulting email notification makes it appear that the light agent made an internal note only in UI that wouldn't have been seen by the external requester.
The only way to confirm that a light agent actually made a comment externally is by looking at "View Original Email" in the comment options (see attached image). Could ZD make it so it is easier for outside people associated with the ticket can more easily determine if a light agent made contact with the requester?
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Official comment
Hello Jimmy Rufo - Thanks for your feedback. This can definitely be confusing. We will investigate and work towards improving this experience.
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See attachment
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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?
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