Alan Ford
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Recent activity by Alan Ford-
Internal notes not emailed to Light Agent requesters
If a light agent opens a ticket, then their request appears as a private note. In this case, the editor in Zendesk defaults to a private note. However, a response entered as a private note does not...
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Allow follower replies to be public
We have recently switched to using "Enhanced Cc" which is great in many ways but we have hit a major issue with email workflow. When a follower replies, the comment is often (but not always) appear...