Email-direct-to-ticket Functionality - Hidden from Help Centre/Customer

Email-direct-to-ticket Functionality - Hidden from Help Centre/Customer

New to ZohoDesk, but long-time CRM user just adopting ZD - can't find an answer to this in the KB or community so far!

Is it possible to email direct to ticket, but without such emails appearing to the customer? 

We are a B2C customer service provider, working on behalf of a group of loosely affiliated activity-provider businesses. When a customer reports a problem to us, we raise a ticket to log the complaint, but we then need to consult with others (like the actual activity host or additional external service provider) in order to source more information to help resolve the issue. 

It would be useful to keep those conversations attached to the ticket in order to track resolution progress.

We're aware that by emailing our support email address, using the original ticket reference and subject line, we can append these email chains to the ticket, but these are visible to the end customer. Unfortunately, this isn't helpful to us, as these discussions are often B2B, between us and our support suppliers, and not something we want to share directly with the customer. 

We also can't use feeds for this, it's not feasible for us to include them as any form of agent, as 99% of these help requests are done on a 'one off' basis.

So is there another way to achieve this that we're not seeing?


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