Handling Third Party Replies in Zendesk Tickets
What should you do if a third party replies to a Zendesk ticket?
If a third party replies to a Zendesk ticket, a warning will appear in the ticket interface. It's important to manually update the ticket to include comments from this person and add them as a CC from the ticket interface. This ensures that all relevant information is captured within the ticket and that the third party is properly included in future communications.
More related questions
How can admins ensure email notifications work correctly with CCs and followers in Zendesk?
To ensure email notifications work correctly with CCs and followers, admins should regularly update their notifications and double-check triggers and automations. This involves choosing between 'Email user - (requester)' and 'Email user -…
What are the best practices for agents using CCs and followers in email clients?
Agents should be aware that followers receive email notifications without their names appearing in the email address, and they cannot add followers from an email client. It's important to use 'Reply' instead of 'Reply all' for private comments to…
How should end users handle CCs and followers in Zendesk email clients?
End users should be cautious with confidential information, as all email conversations are stored in a ticket accessible to agents. When adding CCs, all public responses since the ticket's creation are included. It's recommended to use 'Reply all'…
Why should agents add other agents as followers instead of CCs in Zendesk?
Agents are encouraged to add other agents as followers rather than CCs to prevent exposing their email addresses to customers. When an agent uses the email client to CC another agent, it opens the opportunity for customers to contact agents…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
