What happens if a contact responds via email forwarding?

Renaud Croix

• 20 de dezembro de 2022 08:48

Hello,

If a contact replies to an agent via forwarding a notification from Zendesk, what will happen?
Will this response create a new ticket or go into the original ticket?

Thank you very much

• Gabriel Manlapig

  • 22 de dezembro de 2022 06:24
  • Editado

  Zendesk Customer Care

  Hi there,
   
  If your end users / contacts forward the ticket notifications to a third-party. A third-party is someone who isn't the requester or a CC, assignee, or follower on the ticket.
   
  And if a third-party replies to a ticket notification from an email client. The reply becomes a private comment (internal note) on the original ticket. 
   
  For more information, please see this article: Third party replies to ticket notifications
   
  I hope this answers your question. Thank you!

   

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