Publicly Reply to Tickets via Email - Frequently asked questions
Discover how to publicly reply to Zendesk tickets through email, even when comments are private by default. Explore common questions and solutions.
Frequently asked questions
How can I make a public comment through my email inbox in Zendesk?
To make a public comment through your email inbox in Zendesk, you can use the command#publicfrom the Mail API. This allows you to send a comment as public directly from your inbox. However, keep in mind that you can only update an existing…
What is the Mail API command to send public comments in Zendesk?
The Mail API command to send public comments in Zendesk is#public. This command allows agents to send a comment as public from their email inbox. It's important to note that this can only be done by replying to email notifications for an…
Can I update a Zendesk ticket by replying to email notifications?
Yes, you can update a Zendesk ticket by replying to email notifications. This is the only way to update an existing ticket from your email inbox. By using the Mail API command#public, you can also ensure that your comment is sent as public. For…
How do I send a public reply from within Zendesk?
If you're looking to send a public reply from within Zendesk, rather than through your email inbox, you should refer to the article: Adding comments to tickets. This will guide you on how to add comments directly within the Zendesk platform. For…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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