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Handling Third Party Replies in Zendesk Tickets

Learn how to manage third party replies in Zendesk tickets by updating the ticket and adding them as a CC to ensure complete communication.

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…

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