Forwarded emails from Outlook are being marked as Public and fully visible to the customer
Privacy concerns aside - Zoho strictly adheres to this notion that every conversation from a "channel" is a customer request and should default to public in the customers help center. This should never be a feature and we are shocked no other company has had this issue raised before.
Scenario:
Customer emails our sales agent for support incorrectly - Sales agent makes a comment at the importance of the customer or background that should remain private to our organization - email gets forwarded into Zoho to make a ticket
the FULL conversation is fully visible in the customers help center. There is no way we have found to make this private without paying Zoho or another 3rd party more and more money to create a flow. Workflows only work after this private conversation is already public with no way to edit its visibility without cloning the ticket.
We have called and emailed multiple times with Desk agents acting as if this is a shocking request and have not helped. We want all forwarded emails to be marked private and NOT visible in the customers help center unless we choose them too.
Customer emails are customer emails and if they use the right channels this issue does not exist. Its only when we forward private conversations into Zoho that this becomes an issue.
Provide a solution please.
Scenario:
Customer emails our sales agent for support incorrectly - Sales agent makes a comment at the importance of the customer or background that should remain private to our organization - email gets forwarded into Zoho to make a ticket
the FULL conversation is fully visible in the customers help center. There is no way we have found to make this private without paying Zoho or another 3rd party more and more money to create a flow. Workflows only work after this private conversation is already public with no way to edit its visibility without cloning the ticket.
We have called and emailed multiple times with Desk agents acting as if this is a shocking request and have not helped. We want all forwarded emails to be marked private and NOT visible in the customers help center unless we choose them too.
Customer emails are customer emails and if they use the right channels this issue does not exist. Its only when we forward private conversations into Zoho that this becomes an issue.
Provide a solution please.
Topic Participants
Mario Vasquez
Ajith | Zoho Desk
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