Internal vs external thread
I am curious if anyone has found a solution to this. In our organization we have both internal and external communication. Meaning we converse with the customers through Zoho desk as well as sales reps on our team who work with the customers. We frequently removed the customers from the email chain to discuss internal matters like price or information we don't want to customer to see. We then add the customer back to the chain. Within outlook you can just reply to the last message with the customer on it and they will not see any internal communication. In Zoho desk that is a little more complicated as chains get mixed up, and mistake are frequently going to happen where the customer sees some unintended information. My current solution is to create a new email thread as a child ticket, but this is time consuming and leaves out the information on the previous chain.
Has anyone come across a better solution to being able to remove and re-add email recipient's and them not see the previously discussed information?
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