Melanie

Hi Cheeny,

Thank you for your fast reply.

Yeah, I kind of suspected that. 🤨 I will look into this side conversation and hope this can be a solution.

Another question and just to be sure, when I turn a public reply into internal reply - will any unread comment then be deleted, like the re-call function in Outlook?
So the comment that was send as a public comment by mistake, once it is made internal and if unread by the costumer, it will be deleted from the costumer's mailbox?

/Melanie

I have a small problem that seems to relate to this.

I cc'd a light agent to help me answer a ticket. The light agent then forwarded the ticket to an external partner from Outlook. When that external partner answered through Outlook, the answer became public in Zendesk. 

All communication between light agents and internal colleagues had up to that point been internal comments. But when the external partner answered, the thread became public and visible to the costumer.

How can I prevent this from happening? Is there a function where external partners can be cc'd to a ticket, but their comments remains internal?

And is there a way to re-call that comment? I have look into different apps - would Cancel Ticket Submit do the trick?