In the use case below - transfered Mail on Side conversation - the displayed destination email address in the side conversation is wrong ! And it is not a bug for Zendesk, so I create this post to hope a resolution (https://support.zendesk.com/hc/fr/requests/6317627).
- An agent create a side conversation to a sales rep to send a customer request.
- The sales rep get the message on Outlook, and want to transfer the email to do a request to another service.
- If the other service is also on Zendesk, they never see the email, because it goes back to the first side conversation ticket. This is normal given how Zendesk works to track emails and tickets. But the probleme is that the displayed destination email address in the side conversation is wrong ! It 's the one of the previous recipient who appear. So the fisrt agent who has engaged the side conversation can't understand that the email is not for them.
Thanks to vote