Adjusting your business rules to handle private tickets Follow

Comments

15 comments

  • Avatar
    Mark Burrows (Edited )

    @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.

  • Avatar
    Max McCal

    @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.

  • Avatar
    Mark Burrows

    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.

     

  • Avatar
    Max McCal

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

  • Avatar
    Mark Burrows

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

  • Avatar
    Monika Jurczyk

    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.

     

     

     

  • Avatar
    Megan Mahoney

    Hey Monika, 

     

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

  • Avatar
    Monika Jurczyk

    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.

  • Avatar
    Megan Mahoney

    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!

  • Avatar
    Jessie Schutz

    Thanks for helping out, Megan!

  • Avatar
    Wouter van Gessel

    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)

  • Avatar
    Max McCal

    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.

  • Avatar
    Heather R

    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.

     

  • Avatar
    James Ripley

    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.

  • Avatar
    Diogo Maciel

    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?

Please sign in to leave a comment.

Powered by Zendesk