Handling Forwarded Emails in Zendesk Ticket Creation
How does Zendesk handle forwarded emails in ticket creation?
When an email is forwarded to Zendesk, it can create a ticket with an internal note if the forwarder is not the original requester or a CCed user. This is part of Zendesk's design to keep internal communications private.
In cases where a new agent forwards an old email, the system may recognize the original requester but still create an internal note. This ensures that only authorized users can view the conversation, maintaining privacy and security within the support team.
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Why do end-user comments appear as internal notes in Zendesk?
End-user comments may appear as internal notes if the commenter is not the requester or a CCed user. This is expected behavior in Zendesk. Internal notes are meant for your team and are not visible to end users. If someone who is not the original…
What happens if a non-requester comments on a Zendesk ticket?
If a non-requester comments on a Zendesk ticket, their comment will be turned into an internal note. This is because only the requester and CCed users can make public comments. Internal notes are designed to be visible only to agents and…
Why might a Zendesk trigger not capture ticket content?
A Zendesk trigger might not capture ticket content if the content is part of an internal note. Internal notes are not included in public communications and are only visible to agents and administrators. If a trigger is set to capture the ticket…
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