I just need to know if a note-generated email will send a reply back to the same classification of note. IE, an internal note generates a cc ticket. Does the reply go back as an internal ticket?
Public notes vs internal notes
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I believe that the question has answered itself. A reply to an email generated by an Internal Note shows up in the ticket as Internal Note also.
Hi Jim,
This may be dependent on your settings in Zendesk. You have the ability to set up your environment to allow email updates to come in as public or internal. Under Admin > Tickets you can find the following settings that control the default behavior for agent comments.
Note that only agents can get internal notes sent to them, but it's possible for them to forward an email to someone else that normally wouldn't have access to those comments.
There are other factors that can impact how a comment displays. The Mail API gives agents some shorthand on how a comment should present on the ticket.
In addition, third party commenters will always come in as an internal note since they weren't on the original ticket. In addition, Light agents can only make internal notes, so these agents wouldn't even have the option for public.
Hopefully this helps answer some of the nuances around reply behavior.
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Hi Jim,
I'm not quite sure I'm understanding your question. Can you provide some additiona information just so I know we're on the same page?
Thanks in advance!