Used Zammad version: 4.1.x
Used Zammad installation type: no packages
Operating system: Windows
Browser + version: Firefox 89.0.2 (64 bit)
In an email conversation with a customer, I have sent emails back and forth. The latest email that we sent was, however, surrounded by red frame, which for us usually only appears around internal notes. Now I know that this is marking an “internal” email, but in my testing I got even the internal emails through to my test account. So now I am wondering what is even the use of these internal emails if I can send them to customers anyways?
In some situations you may want to have communications that are not directed to the ticket customer directly without creating a new or independent ticket.
This could also apply to incoming communication.
Sometimes you just have to or want to hide things from your customer.
That’s the use case.
But this does not really hide anything, does it? Even if I address an email to a customer that I dubbed “internal”, the email still gets sent to whoever is the intended recipient?
Correct. Sometimes you might want to ask a third party (e.g. vendor) something about that customer’s case, but you don’t want that request – or their answer – being visible to the customer.
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