Daniel Silva

+1 , having the teams being notified of the ticket creation and it's SLA is something very useful. Hope this function is added soon!

Hi everyone,

Not sure if this is the right place to share this "bug" or if it has already been shared, but I couldn't find anything regarding it.

Often people in my organization tag me in tickets when they need additional support, I get an email to let me know and I jump in the tickets and normally answer in an internal comment.

Recently in one of these cases, after leaving my comment, I went to archive the email, but before doing so, I mistakenly reacted to that email in Outlook.

Today I found out that when I reacted to that email, it was commented publicly in the ticket, as you can see in the image below.

Does anyone know a way to prevent this from happening within Zendesk? Or is this something the Zendesk team is aware of and has plans to address it?