CC replied without copying the requester so their reply became an internal ote.

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3 Comentários

  • Brett - Community Manager
    Ações de comentário Permalink

    Hey Bevis,

    Typically when the CC's users is replying to an email and it attaches as an internal note that means the user is replying back from a different email address than the one that is CC'd to the ticket. Can you confirm that the email address tied to the internal note is the same as the CC'd user on the ticket?

    Additionally, I've seen this occur if the user is replying back from a group email or an alias. This can cause problems with Zendesk detecting where the response is originating from.

    I hope this clears up any confusion and please let me know if you have additional questions for me.

    Thanks!

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  • Bevis Hungate
    Ações de comentário Permalink

    Thanks Brett.  Since I wrote the original post I actually rolled back the new CC and Followers behaviour because I'm pretty sure that it was related.  Following a few other changes now, we're close to having Zendesk act as we're accustomed to with email which is a relief of sorts!

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  • Brett - Community Manager
    Ações de comentário Permalink

    Thanks for the update Bevis!

    Glad you're getting things sorted out on your end :)

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