Feature Request Summary:
Zendesk should not change information in past notes on tickets. This appears to be an issue specifically and only with Talk generated tickets.
1. A user calls in to Support, they are not an authorized contact for their company. The agent redirects them to their internal Help Desk on the phone and sends the ticket to their authorized contact(s) to let them know a non-authorized contact reached out to Support.
2. An original caller is going to be away for an extended period of time (ex. honeymoon, sabbatical, maternity/paternity leave, etc.) and needs another user from their organization to take of the ticket.
3. An original caller is moving to another position in their company/retiring/has passed away and we are transferring the ticket to the person taking over their responsibilities.
- In each of these cases, Zendesk is changing the To caller field in the past call notes to whomever the current requester is, regardless of whether or not that person actually made that call or if that phone number is even associated with that profile.
Business impact of limitation or missing feature:
This is critical issue for our business as all of these are very common use cases.
The call should state who actually called and remain that way no matter what changes are made on the ticket in the future since that is the result of that call at the time that call was made. It makes it seem like people called in that did not call and that phone numbers that the call was made from are their numbers when they are someone elses entirely which causes misinformation.
We have never encountered another item that automatically changes past information when a requester is changed. Even on a non-Talk ticket, if I change the requester, it does not change that the original message came from the current requester, it stays the original requester.
Talk tickets have lost this parity and are providing false information as a result. What is the point of being able to change the requester on the ticket if it updates information NOT from that requester elsewhere on the ticket? We lose that history and cause confusion.
This issue is ONLY present in Talk generated tickets and does not parity with how the Support tickets currently function.
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