Internal notes not emailed to Light Agent requesters
If a light agent opens a ticket, then their request appears as a private note. In this case, the editor in Zendesk defaults to a private note. However, a response entered as a private note does not go by email to the light agent, yet the light agent when logging into the web interface can of course view the notes.
Only a public response goes by email to the requester if they are a light agent.
Before we switched to "Enhanced Cc", a Light Agent requester would receive any private notes on the ticket by email so this was never an issue. However now we have switched, this has stopped happening. This seems like a bug - can we get the expected behaviour back, please?
We're running into the same thing. We just started using both light agents and the enhanced CC, so I didn't know what the root cause was, but it's the same result as above.
We did find a workaround, but it's not great for long term use. We're now adding the light agent as a follower on the ticket and replying using only internal notes, then they get the full string of the ticket. (Doing just one of those things doesn't work, it has to be both.)
Upvoting this one since I've heard this from other customers.
Any news on this?
Same here and been trying with Zendesk Support to find a workaround but without luck.
Upvoting as we are having this issue too. Has anyone heard about a work around?
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