An external email showed up as an internal note. This has been happening periodically, and we just want to make sure that our own internal notes are secure and never reach the customer. I can provide snips once I receive an email from your helpdesk team. Thanks.
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Email from external user came in as an internal note
- Product Manager
Hey, Anya — Internal notes can only be made by agents under most circumstances. In some cases, Zendesk may convert a user's message to an internal note. See “Flagged tickets from unknown users who are not explicitly added to the ticket” for more details.
An agent can also convert any public comment to an internal note. See “Changing a ticket comment from public to private” for more details.
If it's neither of these things, let us know and we can look into it.
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