Attribute all trigger-based internal notes to system user and not assignee

image avatar

Mai Lena Mondal

Gepostet 04. Apr. 2025

Hi, we’ve started using internal notes in triggers. Currently, these updates appear under the assigned agent’s name, even though they are generated automatically. This causes two key issues:

  1. Confusion for agents
    It's misleading when updates appear as if written by the agent. Adding a note that it’s automated doesn’t help. These should be attributed to a system user instead.
  2. Inaccurate reporting
    Reports can’t distinguish between agent-written notes and trigger-based ones. This breaks performance reports and misrepresents actual agent activity.

This behavior may also violate GDPR, as it falsely attributes actions to individuals and compromises transparency and data accuracy.

 

I request that internal notes created by triggers be shown as coming from the system user, not the agent.

6

3

3 Kommentare

      image avatar

      Lauren Slack-Chen

      Thank you for reaching out and for clearly outlining the issues you're experiencing with internal notes generated by triggers. We completely understand how this can create confusion for your team and introduce challenges with reporting accuracy and data transparency.
       
      This request, to attribute internal notes from triggers to a system user rather than the assigned agent, is on our radar. 
       
      This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
       
      Thank you again for your feedback and for being a valuable customer with Zendesk.

      0

      image avatar

      長谷川 真希

      +1

      0

      image avatar

      Shawna James

      Hey Mai,
       
      Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

      0

      Anmelden, um einen Kommentar zu hinterlassen.

      Sie finden nicht, wonach Sie suchen?

      Neuer Post