Email Replies: Public or Private? - Frequently asked questions
Frequently asked questions
When do email replies become private comments in Zendesk?
Email replies become private comments in Zendesk when certain conditions are met. For instance, if the author of the email is an agent who is not an assignee, follower, or CC on the ticket, the comment will be private. Similarly, if the author is…
How does using 'Reply' instead of 'Reply all' affect comment privacy?
Using 'Reply' instead of 'Reply all' can change the privacy of a comment in Zendesk. When someone replies to a ticket notification using 'Reply', the reply becomes a private comment (internal note) on the ticket. This is because the requester is…
What happens when a third party replies to a ticket notification?
When a third party, who is not the requester, CC, assignee, or follower, replies to a ticket notification, the reply becomes a private comment. This means it appears as an internal note in the ticket interface. The third party is not automatically…
How can the Mail API be used to control comment privacy?
The Mail API in Zendesk allows you to control whether a reply is public or private. By default, the #public Mail API command is set to true, making the reply public. However, you can use the #public false command to make the reply private….
What are the rules for CC replies in Zendesk?
In Zendesk, if a CC replies to a ticket notification and the requester is not on the reply, the comment becomes private. However, if the 'Make email comments from CCed end users public' setting is enabled, the reply can become public. This setting…
Can light agent email replies be public comments?
No, even if light agents are on the CC list, their email replies will be added as internal notes. This is because light agents have restrictions on making public comments, ensuring that only authorized users can make public updates to tickets….
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