Dear Zendesk community,
I'm receiving emails from a 3rd party from notifcaion@3rdparty is there a way to automatically mark those emails as internal notes?
I would like to be able to send a public reply from tickets created this way without having the recipients may see this automatic notification.
Best
Marvin
Hi Gab,
Unfortunately the linked article isn't helpful. I'm not looking to create an extra internal note, but to flag the first email of the ticket (created by the email from notifcation@3rdparty) as internal.
Best Marvin
Gab and I discussed this topic in more detail in a support ticket and the surprising outcome was that there is no solution for this simple use case.
I agree that a web hook would be a secure and robust solution, but not all third parties that send e-mails to us would want us to connect via web hook to them or do support it.
"This is the functionality that is recommended by Zendesk when communicating with a third-party system, without having the risk of end-users getting access or viewing these notifications/emails. " marking communication as internal would be a very easy solution to mitigate this risk. - Or does Zendesk offer any other handy solution to handle communication with different parties in one ticket?
Hi Gab,
I would absolutely appreciate the opportunity to also discuss this topic with you, as my inquiry is very similar. Please reach out!
Thank you
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I hope you're well. I actually found a Community post regarding this that might work for your use-case.
Take a look at the Community Moderator's comment on this post: https://support.zendesk.com/hc/en-us/community/posts/4408868502298-Create-Internal-Notes-when-a-Ticket-is-created