Hi,
in order to solve upcoming tickets we frequently need to share the tickets contents with external business partners that have to physically fix the issues. In Freshdesk it was pretty easy for us to do just that with the "forward" function. What is the best way to do this in Zendesk?
Thanks and best,
Heinrich
Hello,
We tested this option, but result is not great. Our externals need for example to see who sent the mail (mail address) and not name as it it in side conversation..
How can we change this in side conversation?
Thanks,
Hello
In the Zendesk instance we can easily see the email when we simply hover over the name:
In the external email, however, this is masked for two reasons:
1. So that the side conversations/tickets can get threaded in the correct ticket.
2. So the email of the agent does not get spammed by external requests.
If you want to have a workaround for this, agents can show their emails in the signature, but just note their email will be visible in all the tickets, including the non-side-conversations.
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