How do you prevent agents from capturing public comments when the customer does not have an email address?
In some cases, no e-mail is recorded for the requester. Ex. for incoming calls or when a ticket is shared between two Zendesk instances.
In this case, how can we make it visible to the agent that the public comment is not received by the requester?
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You could create a trigger which when fired upon ticket creation will create an internal note mentioning the ticket agent needs to check the requester and support email address before updating the ticket.
The condition you could use in your trigger could be e.g. Received From or Received At; Channel might also be an option (but I am not using calls/chats at the moment, so I could not tell).
To change your support email address you will need the app https://www.zendesk.com/marketplace/apps/support/46799/select-an-address/ from the Marketplace.
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Thanx Edwin Schukking. That is what we will try :-)
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