"Forward via Email" does not show the original sender's email address | Community
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"Forward via Email" does not show the original sender's email address

  • July 7, 2021
  • 7 replies
  • 0 views
Denver

Hi ZD Support/Community,

I just noticed that when we use the Forward via Email functionality in ZD, the original sender's email address does not show in the email that the recipient receives.

I have attached an example below. Theresa Steiner sent an email to our CS email address, which then got forwarded to Zendesk, and a ticket was created. In the ticket, Theresa's email is behind the hyperlink of her name.

I forwarded the email from Theresa Steiner to a 3rd party using the Forward via Email functionality in the ZD ticket, but the 3rd party only sees the name "Theresa Steiner" (no email address,and no hyperlink either) on the email that they received from me, thereby preventing them from being able to respond to Theresa directly because they dont have her email address! They end up responding to me, and so I then have to forward their response to Theresa myself!

Is there a setting that I can modify to allow the email address information to flow through in the forwarded email?

Much appreciated!

      7 replies

      Heather13
      • Heather13
      • July 13, 2021

      Hi Denver,

      On comments that were created via email, you should have the option to view the original email on the upper right corner of the comment:

      Blanca11
      • Blanca11
      • July 14, 2021

      Hi Denver,

      As per your inquiry, it is correct when you forward a message from within the user interface; we always respect people’s privacy. Thus, the e-mail address is not shown. It is a relatively standard feature of email forwarding (Microsoft also respects this convention).

      Cheers,
      Blanca | Customer Advocate

      Chat with our live support!

      https://support.zendesk.com/hc/en-us

      Ó
      • Óskar11
      • September 14, 2021

      Hi,

      We've also encountered this. And frankly this is not a good practice, this isn't a privacy issue. And this creates issues when we forward emails and the recipient needs to be in contact with the original sender.

      @Blanca not sure what you are reffering to common email clients like Gmail and Outlook do indeed include the email address of the original email sender with the forwarded email. So your statement is perhaps not true.

      Denver
      • Denver
      • Author
      • April 19, 2022

      ^I second Oskar's sentiment above. Is there a setting that we can modify so that email addresses are included when we forward emails via side conversation? Bianca's reply certainly is not true for Google/Outlook emails, so I don't quite understand the privacy consideration angle. Thank you.

      D
      • DJ11
      • April 21, 2022
      Hi Denver CB,
       
      At the moment, this is a native feature of the following function. But, we would highly suggest you post this as product feedback on our Support Community feedback page here. 
       
      Thank you and have a wonderful day ahead!
       
       
       
      Kind regards,
      L

      Hi!

       

      Just to communicate it clearly. I cannot remmeber Outlook or any other mail client hiding the e-mail addresses to "respect the privacy of the person"...Please...

      At our customer this behavior leads to time losses. Why? 

      1. Zendesk Team forwards message to another internal team that is not working with Zendesk.

      2. In the forwarding message only names appear, no e-mail address.

      3. The Team working with Outlook does not know, how to proceed in the case the have to contact the person that wrote the comment. The ask the Zendesk Team again.

      4. The Zendesk team has to send the e-mail address.

      D
      • Dainne
      • October 12, 2022

      Hi @leafworks11


      For your team's workflow, I completely agree that having the email address included in the forwarded email. With that being said, natively it's not yet possible in Zendesk. 

      I've taken a look and found that other users are discussing similar needs here: Side Conversations - Including commenter email address when attaching ticket comments. You can up-vote that original post and add your detailed use case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

      We greatly appreciate your feedback on this!

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