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What happens if a contact responds via email forwarding?

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Renaud Croix

Most Engaged Newbie of the Year - 2021

已于 2022年12月20日 发布

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

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    Gabriel Manlapig

    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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