Understanding Flagged Ticket Replies in Zendesk
Why are some ticket replies flagged in Zendesk?
Ticket replies are flagged in Zendesk when there's a mismatch between the From and Reply-to addresses, especially if the Reply-to address belongs to an agent. This flagging is a security measure to alert administrators of potential issues.
A warning icon appears on the ticket in the UI, providing more information when hovered over. However, the ticket is not flagged in any ticket views, only in the ticket interface. This helps maintain security while allowing administrators to address the issue promptly.
More related questions
What happens when there's a conflict between From and Reply-to addresses in Zendesk?
When there's a conflict between the From and Reply-to addresses in a ticket reply, Zendesk takes specific actions to ensure security. If the Reply-to address is an agent's email, Zendesk automatically suspends some of the agent's abilities until an…
How can I restore an agent's suspended abilities in Zendesk?
To restore an agent's suspended abilities due to a From/Reply-to conflict, you can add their email address or domain to the allowlist. This action indicates that you trust the email address, allowing all support requests from it to be accepted. To…
What abilities are suspended for agents in Zendesk when there's an email conflict?
When there's a conflict between the From and Reply-to addresses, and the Reply-to is an agent's email, Zendesk suspends certain abilities. These include changing ticket properties, adding or removing CCs or followers, executing Mail API actions,…
How does Zendesk handle Reply-to address conflicts with known end users?
When the From and Reply-to addresses differ, and the Reply-to address is a known end user, Zendesk does not suspend any user abilities. Instead, the comment is flagged, and a warning appears to notify you of the mismatch. This approach ensures that…
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