Eric Thirolle

I just want to reiterate that the lack of this feature is a big miss by ZenDesk. MANY customer of ZenDesk will find this to be a very useful feature.

For a point of reference/comparison, Cisco TAC's case management system has two email addresses to which you can forward an email: one for internal case notes, the other for public (customer-viewable) case notes. All you had to do was:

• make sure the subject line included the TAC case number
• forward the email to the appropriate email address (depending on whether you wanted to attach the email as internal or public note)

This feature is VERY well-used in TAC for easily adding emails into the case notes. It also allowed us to add WebEx invites to the case notes very easily (by simply including the attach email address to the list of attendees).

 

+1 for this feature.

Seems like a big oversight that this is not already a feature of ZD, and that this thread as been open for two years asking for this (apparently simple) enhancement.

Thanks,

Eric