How automations affect comment privacy in Zendesk
How do automations affect comment privacy in Zendesk?
Automations in Zendesk can affect comment privacy, especially when the Email user action is involved. When an automation with this action fires on a private ticket, admins, agents, or groups receive an email notification, but end users do not.
Additionally, no comment, whether public or private, is added to the ticket, and an event is recorded in the Events log. This ensures that sensitive information remains private while still allowing necessary notifications to be sent to relevant parties.
More related questions
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CC email notifications in Zendesk can be suppressed due to system rules designed to prevent duplicate emails and maintain privacy. These rules ensure that internal notes remain private and reduce the number of duplicate notifications sent to users…
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What is the impact of 'Make email comments from CCed end users public' in Zendesk?
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When business rule actions like Email user + (requester and CCs) are suppressed in Zendesk, it affects the Events log. If the trigger or automation doesn't include any other actions, no event is recorded, even though the trigger or automation…
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