Luka Vukajlovic

@ Reine

I payed five bucks for a 3rd party app on marketplace that does this. It's called Carbon Copier and it doesn't bring a lot of features with it, but it allows you to add specific people in CC for specific organizations/clients. I know it's not perfect and it requires manual actions, but perhaps you can cover some of your top clients with this. It's definitely better than waiting for a few more years. :)

 

Hope this helps.

Zendesk can we please get some comments on this, as it's more and more becoming a bigger problem?

 

The current situation is that any end user who replies to our tickets without specifically being added in CC prior to their reply - forces current logic to mark the ticket as an internal. If I reply to such a ticket, the end user does not see their previous comment - only my replies.