What happens if a contact responds via email forwarding? | Community
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What happens if a contact responds via email forwarding?

  • December 20, 2022
  • 1 reply
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Zendesk15

Hello,

If a contact replies to an agent via forwarding a notification from Zendesk, what will happen?
Will this response create a new ticket or go into the original ticket?

Thank you very much

    1 reply

    G
    • Gabriel32
    • December 22, 2022
    Hi there,
     
    If your end users / contacts forward the ticket notifications to a third-party. A third-party is someone who isn't the requester or a CC, assignee, or follower on the ticket.
     
    And if a third-party replies to a ticket notification from an email client. The reply becomes a private comment (internal note) on the original ticket. 
     
    For more information, please see this article: Third party replies to ticket notifications
     
    I hope this answers your question. Thank you!
     
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