Hello,
When a ticket is created by the requester X for example, is it possible to use the Public Reply of this ticket to ask information relating to this ticket to the other user Y directly (Puting Y as "To" not in "CC") and therefore without modifying the requester of the ticket ?
Kind regards
Hi Renaud,
I am starting to play with Zendesk and the easiest option seems to use the Enable email option.
Admin>Settings>Tickets> scroll down to "side conversation" and thick the first option - here.
It allows you to open a side conversation from the top side above the mail chain (without the original email text of course, but you could share at as a screenshot attachment) and keep everything in the same ticket.
Is it a good option?
P.S. I figured out, if you like this option you should also add a trigger to get the notification for comments to side conversation to the ticket assignee.
Cheers,
Nico
Thank you for the tip.
Quite useful!
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