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


  • 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

  • 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?


Please sign in to leave a comment.

Powered by Zendesk