Zendesk has made a quick change to solve a security issue.
Since a few days comments by end-users who were not originally in CC of a ticket, are posted as an internal (yellow) comment in a ticket.
We have many end-users who forward a ticket and someone else replies, or end-users who reply from their second email address - causing the comment to not appear as a public one.
My suggestion to Zendesk:
- Add a button to "Add Matthew Dunn to CC and make this comment public