We're adding several new agents to our Zendesk implementation. These new agents were previously normal staff. Now when they receive an email and forward it to our 'support' email address, all their notes are marked as private. I've disabled the preference in Settings/Agents/"Enable email forwarding". We are fine then changing the Requestor of a forwarded email to match the original requestor. However, even after disabling this preference, forwarded emails from Agents are still coming in as Private Notes and none of the information is relayed to the original requestor.
Disable Agent Forwarding Emails to Zendesk
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Hello Matt,
To ensure that agent email responses are public, you'll want to make sure the "Agent comments via email are public by default" checkbox is checked under Admin>Settings>Tickets. The setting dictates the default comment appearance for agent comments submitted in this manner and, based on what you're reporting, is likely unchecked at present.
Beau | Customer Advocate
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