I sometimes see replies from my agents, made by reply to email threads which had our support alias added on, being marked as private. I've seen a few other posts here about that, but I'm afraid I still don't see much logic or consistency around this.
A common flow for us is that we're having a mail thread with a customer, and we cc the support alias to convert to a ticket and get appropriate visibility amongst support personnel. Then we change requestor from the agent to the recipient. This works fine, but then subsequent replies to the thread may be marked private in the system - which could result in
- lack of clarity over who has actually seen a reply
- if a customer ever reviews their tickets through the web portal, they now won't see all replies on the ticket, even if they've actually seen them
If you're able to view our system, I had a play in our ticket number 101743. In this case, the requester was a "customer" (my personal email account) sending to the support alias. None of the flavours of reply from me as an agent are considered by Zendesk as public, so only the ones where the mail goes direct to the requester are actually seen by them.
In another topic, I saw mention of a "make replies from cc'd respondent public" or similar. I couldn't find this setting, has it been removed? Not that it's clear it would cover everything in this case.
Guidance or explanation would be welcome!
Hi Bruce. We created a ticket with Support and will continue the conversation on the new ticket.