How to remove the "External" from the subject

Hi @danilo11

I have a feeling this is actually in your IT's email configuration. This doesn't look like a Zendesk thing.

Hi Heather,

Thanks for this feedback, this situation is very strange, because since we implemented Zendesk that we face this situation

If the user use the "Get Help" section inside our app, Zendesk receives the message with our standard subjects

But, if the user contact us by an external e-mail i.e. personal address, Zendesk turn on this "External" tag

I will try to reach out out IT, to understand if they done something the past about this

Hi @danilo11 👋

If you look at the first ticket event on one of those tickets, you should see any change to the subject that is being made. 

It is possible that this is not something a Zendesk trigger is doing, perhaps your IT setup does this for all inbound emails coming from outside your organization?

Note to self: Refresh page before adding a reply 😊 

Thanks for jumping in to help here @jacob20 and @heather13!

Thank you Jacob, for this guidance

I looked here, and the Zendesk recognizes as EXTERNAL since the beginning

We are trying to understand why this is happening, and how to change it, so we would be able to configure our triggers and automations better, setting a standard flow

This is what I received when I clicked on ticket events

Danilo.

It just occurred to me if all you want to accomplish is to prevent the "external" text from going out to the requester, you can fix that in the notification trigger. By default, it may use the ticket subject in the email notification, but it doesn't have to, you can insert another text and or placeholders.

Danilo, 

@jacob20 is correct.  You can resolve this in the notification trigger.  Text or another placeholder get this taken care of for you