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What happens if a contact responds via email forwarding?
Answered
Most Engaged Newbie of the Year - 2021
Posted Dec 20, 2022
Hello,
If a contact replies to an agent via forwarding a notification from Zendesk, what will happen?
Will this response create a new ticket or go into the original ticket?
Thank you very much
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1 comment
Gabriel Manlapig
If your end users / contacts forward the ticket notifications to a third-party. A third-party is someone who isn't the requester or a CC, assignee, or follower on the ticket.
And if a third-party replies to a ticket notification from an email client. The reply becomes a private comment (internal note) on the original ticket.
For more information, please see this article: Third party replies to ticket notifications
I hope this answers your question. Thank you!
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