Adjusting your business rules to handle private tickets

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28 Comments

  • Mark Burrows
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    @Max 

    Where can I find [Ticket: Privacy]. I've searched conditions and can't see it. You mention that we can add the condition. How do I do this?

    Also, does this stop all emails being sent to the customer?

    Cheers.

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  • Max McCal
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    @Mark - You won't see that in your options until the feature reaches your account. We're still rolling it slowly out to make sure we haven't messed anything up. It stops emails on a per-ticket basis. Each trigger has its own set of conditions.

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  • Mark Burrows
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    Thanks @Max

    Is there any way to just make the 1st note private? I want to set up a maco to log phone calls but don't want to send the customer an email notification (as we've jsut spoken with them). 

     I had managed this on Monday but using tags in the trigger. For some reason this stopped working yesterday.

    I know it's possible as we did this at my previous workplace. Unfortunately, I wasn't party to setting Zendesk up.

     

    -1
  • Max McCal
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    Hey, Mark - That's what this feature is for. It's just not fully released yet. 

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  • Mark Burrows
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    Ok, cheers. I'll just be patient. Thanks again. 

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  • Monika Jurczyk
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    How do I now if this feature is already available on my account?

    Is there a specific setting I can check on?  Trying to test the functionality.

     

     

     

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  • Megan Mahoney
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    Hey Monika, 

     

    It's under Admin > Tickets..... then check "Allow first comment on tickets to be private"

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  • Monika Jurczyk
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    Thank you Megan,

     

    I did that.  But when I create a new ticket, it still appears to be public.

    Maybe my expectation is wrong here.

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  • Megan Mahoney
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    Monika - be sure to click the save button at the bottom! I always forget that  part. Then try refreshing the page and you should be good to go!

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  • Jessie Schutz
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    Thanks for helping out, Megan!

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  • Wouter van Gessel
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    Hi,

    We have successfully setup this new feature and love it! We have 1 question: 

    • (Trigger 1) Our first public comment should always send out a different message to the end-user (example: "A new ticket has been created with ticket number #12345")

    • (Trigger 2) All next public comments should always send out a different message to the end-user (exmple: "Your ticket #12345 has been updated")

     

    Trigger 1 has the condition "Ticket is... Created", which worked well and causes the message "A new ticket has been created with ticket number #12345" to be sent.

    Now, when we start a ticket with a private comment and switch it at one point to public - how can we send out Trigger 1 with the message "A new ticket has been created with ticket number #12345"? (At the moment Trigger 2 fires, as it's not a newly Created ticket)

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  • Max McCal
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    Hey, Wouter -

    I'm afraid that is the case, yes. There's no way to distinguish between those two events right now. Updating is updating regardless of whether it's the first time the end user is seeing the ticket.

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  • Heather Rommel
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    To Wouter's point,

    It would be fantastic to have an option in triggers that are "first public comment" and "first private comment" so we can build around the scenario he points out.

     

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  • James Ripley
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    Is this still relevant?  I just turned on "Allow first comment on tickets to be private" and made ZERO changes... I'm not seeing requirement to make these recommended changes.

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  • Diogo Maciel
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    Hi James!

     

    "Allow first comment on tickets to be private" only permits the first message on your tickets to be private. It doesn't change any other functionality in your Zendesk. Is there anything specific you are trying to achieve?

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  • Greg Zemskov
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    Hi,

    How does condition [Ticket has public comments] = yes rely to notification requester of received request — there are no any comments yet, shouldn't that mean that there will be no notifications on new requests at all?

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  • Jessie Schutz
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    Hey Greg!

    The public ticket comment condition isn't generally used in the notification of received request. Can you give some more information on what you're working on?

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  • Greg Zemskov
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    Hey Jessie,

    The out-of-the-box configuration of Zendesk include a trigger named "Notify requester of received request", which is self-explained. But it has condition "Privacy is Ticket has public comments" — that's quite confusing, since a new request has no comments at all. That's my question about: what maight be the purpose of such condition in this trigger?

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  • Jessie Schutz
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    Hey Greg!

    Thanks for jogging my memory on that! Evidently my business rules knowledge is a little rusty. :)

    When a ticket is created, regardless of the channel it's created on, a "description" is required. That's the main block of text where the ticket requester describes what they need help with. In Zendesk terms, that's considered a comment. It's the very first comment on the ticket.

    It used to be that the first comment on the ticket was always public, no matter what. Some time ago, though, we added functionality that would allow agents to create a ticket with a private first comment. 

    That means that we have to distinguish between whether the initial comment is public or private in the Notify Requester of Received Request trigger, hence the Privacy > Is > Ticket has public comments. Without that condition, a notification would be sent to the ticket requester regardless of whether the first comment is public or private, which would cause confusion in the case of a private first comment, since the ticket requester wouldn't be able to see it.

    I hope that clears things up!

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  • Greg Zemskov
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    Jessie, many thanks for the explanation!

    We had a problem with new ticket notifications: Zendesk omit some of them, and I couldn't get the logic of such behavior. We have no private tickets, so, based on your info, I deleted the Ticket has public comments constraint, and see no missed notifications so far.

     

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  • Jessie Schutz
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    Hi Greg! I'm glad that you were able to get the issue resolved! Let us know if you need anything else. :)

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  • Kent Carlo Jimunzala
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    Hi,

    Will the end user comment can trigger SLA? (Internal Note)

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  • Nicole - Community Manager
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    HI Kent - 

    It depends how you have things set up. End user comments do not create internal notes; they only create public comments, and public comments are what initiate SLAs. 

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  • Matthew Burke
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    So creating a new ticket(not generated by inbound call thru talk or email channel)by using the add does not give you initially an option for Public or Internal, is there a way to make that initial comment always private. We have it so no notification goes out. But if the customer replies back and we reply or just send a pblic note it shows what we just sent as well as initial note. We want the initial note always private. I know with talk or inbound email channel there is always option for public or private. 

     

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  • Matthew Burke
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    Nevermind, found it. Logged our and logged in and resolved. 

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  • MavSocial Support
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    HI - we (ie me) must have changed a setting and now all the tickets are coming through as private comments - how do i change it back to being public pls?

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  • Megan Mahoney
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    MavSocial

    Try doing the opposite detailed here: https://support.zendesk.com/hc/en-us/articles/203660356-Make-All-Ticket-Comments-Private-By-Default 

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  • Brett - Community Manager
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    Thanks for jumping in here Megan!

    @MavSocial I would recommend taking a look at the article Megan provided as that could be the issue here.

    If that's not the case, do the user updates show as internal/private notes or is this occurring as soon as the ticket is created? Are agents requesters of these tickets or end-users? What channel are these emails generating from?

    Any additional information you provide can help point us in the right direction for you :)

    Thanks!

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