It's normal for our customers to coordinate internally before getting back to us, and the decision maker's reply is forwarded to us, but it is not visible in the ticket comment, only in "View original message". You cannot intuitively know when checking "View original message" is critical.
After some testing, we found out when using "Reply" to support ticket email using Outlook, Zendesk Support will show the ellipsis at the bottom of the thread ("...") which shows the whole thread when clicked. However, when "Forward" is used, the ellipsis doesn't show, meaning the correspondence the customer forwards to us doesn't show.
Zendesk Support advisor stated that this is Outlook behaviour, which is not supported by Zendesk, and that we should add Feedback here.
We need the ticket to show the forwarded correspondence under the "..." ellipsis when Forward is used in Outlook the same way the correspondence of an e-mail it is shown under "..." when Reply is used.
Maybe even more importantly, it would also be of great value to have a Warning in a reply to highlight that the posted content of comment does not match the content of the original e-mail.
Critical information from the customer is hidden to us in these FW situations + this critical information is then deleted with the new View original e-mail 365 day limit: Announcing a 365-day limit for View Original Email – Zendesk help
We hope for your support to fix or at least mitigate this from happening.
PS: Teaching all our customers and partners to copy internal correspondence above the delimiter so we can see it is not an option for us.
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