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How do I prevent a public comment notification if an agent is replying to the thread from outside zendesk (Outlook/Gmail/etc)
2024년 11월 13일에 게시됨
In our organization, sometimes the CC'ed users (mostlly our internal team members who are not on zendesk) try to create a private email conversation without the customers. And if a manager with Zendesk license replies to that email, all the conversation is sent to zendesk on that thread.
Now I understand that this is because one of the Zendesk support address is added to the email conversation but is it possible to prevent a public comment notification to go out to the customer if the update channel is outside of Zendesk? I don't see any such distinction in the triggers yet.
I understand that We have Mail APIs but I cannot expect all our team members around the world to remember them to send email.
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Elaine
Thank you for sharing your experience regarding the email conversations with CC'ed users. I understand the challenge you're facing when internal team members who aren't on Zendesk inadvertently create public threads.
Currently, when a Zendesk support address is included in an email thread, it does indeed result in notifications being sent to customers if the channel is not managed properly. Unfortunately, there isn't a trigger available that can distinguish between public and private comments in this scenario.
One potential workaround is to set clear guidelines for communication among team members, such as using internal notes in Zendesk for private discussions. This would keep the conversation away from the customer view.
If you have other suggestions or need additional assistance, please let us know!
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