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Ability to have a private ticket

Jonathan
suggested this on August 12, 2011 09:17

We are finding situations where it would be helpful to track a ticket internally without allowing the customer to see, i.e. a private ticket. Currently, we make the requester an agent, which does the job, but then when we look for ticket history for an organization or end user, we aren't able to see that history. We've "hacked" this limitation by always including a "company code" in the subject line so we can search for issues, but this is inefficient and not the way the system is designed. We've also tried always placing the company code in the tags, which also helps, but still is difficult to enforce and stay consistent. Ideally, it would be helpful to allow a "private ticket", similar to a private comment, so that the ticket is assigned to a requester, and is therefore shown under their profile, but only agents (or lite agents) can see it/update it. I would think many organizations could use this and benefit from it. Sometimes we have issues with a customer that we don't necessarily wish to share with that customer (or bother them with). Still love Zendesk... Thanks! Jonathan
 

Comments

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TJ Baker
joomlashack
Hi Jonathan, If I'm reading you're wished functionality correctly I believe you can accomplish this in one way by setting up a custom 'ticket field' that is hidden from the customers - like a checkbox for instance - and then you can set up a view to show you all the tickets with that checkbox selected....
August 12, 2011 12:28
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Jonathan
beyondpay
Not sure why my suggestion above is formatted like that, but anyways... Thanks for the response/comment. I don't think that would really help. If an end-user logs into the system, I don't want them to be able to see the ticket at all on their list of open/history tickets. Then, when we look at their end-user profile in Zendesk as an agent, we can view all those tickets. We don't really need to distinguish which are private and public internally. We just want to allow all tickets for a customer to be assigned to a person they belong to, even if they shouldn't be visible to that customer. We need the requester to be the end-user/organization that the ticket applies to, but we don't want that end user/organization to have access to visibly see that ticket/issue.
August 12, 2011 13:41
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TJ Baker
joomlashack
Ah, yeah ... my suggestion won't do that :) Re the formatting .. it's odd, I think that they ZD peoples are working on things .. the WYSIWYG editor is gone now too ..
August 12, 2011 13:48
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Jake Holman
Product Manager

We've seen this suggestion a few times, and it makes a lot of sense particularly when tied to customers/orgs. I'm afraid we probably won't be able to have traction on it until 2012 though. 

August 15, 2011 10:34
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Jonathan
beyondpay
Thanks, Jake.
August 15, 2011 10:40
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Mandy
lamido

Same for me, when a customer is calling us and we open a new ticket, sometimes we just take notes. But we don't want to make this visible for the customer. It will be very helpful for us, too!

April 24, 2012 01:36
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Chris

+1 for this suggestion. Actually, I think a solution could be if one could start a ticket with the first comment in private mode. In that case, one would still have the option the continue the ticket in public mode. Example situation: an agent detects a bug in a client's website. He starts a ticket privately to as a colleague for help, but in private mode, in order not to alarm the client. Once the problem is fixed, the client can be informed through a public comment in the same ticket.

This would be a great feature -- we're using the same kind of workarounds for this like Jonathan describes.

June 22, 2012 14:55
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community engine

I was thinking the way to make a new ticket (created by a support agent) would be to have a tick box "Make private?" which is selected to make the ticket private, before clicking the "Create ticket" button.

June 24, 2012 15:42
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Richard Campbell
allsopconsulting

+1 for this too.

In our case, we are using Zendesk to track all customer emails and calls. Sometimes a customer calls to inform us of a possible issue, or ask a question, and we would like this to be something we can track without them seeing it. We would still want to keep the requester as the customer who made the call/email, just not have them view it in the web portal or get the email notification when we write the call up.

July 02, 2012 06:44
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Andrew Richards
keepertech

+1 for Chris' idea of simply having the first comment able to be marked private (and thus, no email to the End User on the first comment).  There are times we are working on improvements to customer systems where we want to associate the work with that customer and his Organization, but without necessarily alarming him with an email alert that a ticket has been opened.

July 09, 2012 07:58
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Ben Lucier
tucows

Hey folks,

We have our back-end systems tied into Zendesk. When a customer bill payment fails, we auto-created a ticket attached to the customer (ie requester). We have a trigger that suppresses the email notification to the customer so that we might call them first. These are administrative requests that we want to see, but we do not want our customers to see them when they review their help request history.

-Ben 

July 23, 2012 13:52
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Anne
Snagajob

This would be helpful for us too! 

April 11, 2013 09:29