Announcing: Creating tickets without alerting customers Follow

Comments

64 comments

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    Tess

    This is great! One question: When you @-mention another agent in a private comment, will it still put that agent's email address in the public BCC field on the notification email that goes out? Thanks a ton.

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    Nadia De Vriendt (Edited )

    Awesome! This is going to come in really handy for us.

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    Wouter van Gessel

    Hallelujah, this is amazing! :D

    A lot of Zendesk customers will be very pleased!

    ---

    I'm sure we will be using it for phone calls, but also for new contracts that come in. Our agents have to do some work, before we send the setup information to our customer.

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    Max McCal

    @Tess - Currently agents in the CC field on a ticket are not publicly CC'd, they receive a separate email. We are currently investigating some major changes to our CC behavior, so that will be a bit different in the future.

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    Leif-Arne Kristiansen

    Is this new functionality only available when creating tickets from the Zendesk interface, or will it be possible for internal users (agents and light agents) to have private tickets created when they email the support address?

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    George Kaloyanov (Edited )

    Great News. Finally this feature has been implemented. Much appreciated.

    @Max McCall: One quick question. If a ticket remains private all the way until it is solved, Will the Satisfaction Survey still be fully operational from end-user perspective. In our use case, we document phone calls like this but we still want to send out transactional satisfaction surveys for those tickets to our customers via Zendesk.

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    Max McCal

    @Leif-Arne - This should be possible. It looks like we didn't hear that feedback during the beta, and it isn't currently a feature (i.e. it only works in the agent interface and the mobile app), but we can and will look into that. Good idea.

    @George - The satisfaction survey will still be fully operational. End users can rate private tickets, though they cannot view the ticket in the Help Center. 

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    Adi

    This is great news! One question - Which metrics will work on these tickets? Specifically first reply time, full resolution, created time, etc.

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    Max McCal

    Hey, Adi - 

    All the calculations are the same. Reply time is calculated by the difference between creation, and first public comment by an agent. Full resolution is the difference between creation and the final solve timestamp. Creation time is the same whether the first comment is public or private. 

    Effectively we haven't changed anything here. This has also been true for private tickets created through the API, Chat, or Talk products for some time. 

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    Thomas Joussot

    +1 Can't wait !!

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    KimberleyAnscombe

    This is great. I have often created a ticket off the back of a phone call and then accidentally sent the client my notes on the call in the ticket. Looking forward to this feature 

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    Sebastian Kleiner

    Will there be a certain status or property which can be used in triggers and automations? Might be helpful so that we can easily avoid sending out reminders or satisfaction surverys and things like that..

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    Jonas Eriksson

    A bit unbelievable that this has not been possible before tbh. But a welcomed addition of course in 2017...

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    Max McCal

    @Sebastian - Yes, you can use it in Views, Triggers, and Automations. Ticket Privacy will be a condition before.

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    Philip Golander

    We tried this feature in Beta and the idea is great, but for us the channels is a problem. The scenario that we would like is for an agent to log a phone call and within the same ticket send a confirmation email to the customer - making two tickets into one.

    This however was not possible and if you were to send a private ticket to a end user, the phone logging is sent too but hidden with the text "Private comment" making the whole thing a bit suspicious for the customer. Love to see this scenario becoming a reality in the future :) 

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    Matt Winer

    +1 also.

    This is huge, and great news.  

    No more, "ok well thanks for your call, we'll be sending you a summary of our discussion (just so I can generate a ticket so somebody else can work the issue and get back to you)

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    Abbey Neumann

    Will "private tickets" show in Insights reporting? So we could filter these tickets out if we wanted to?

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    Max McCal

    @Philip - What you describe is definitely not true! That gets sent to agents, but not to end-users. We NEVER send private comments to end-users. If you do have an example of this, it's a bug we'd love to investigate immediately. 

    @Abbey - Not yet, but it will come soon! Unfortunately it takes some time for GoodData to account for these things. We are working toward that though.

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    Glenn Wimetal

    Will light agents be able to create private tickets?

    We have accounts team create tickets just to document a billing change to a customer account. They don't alert customers to this as it's just documentation in case we have to review it later on.

    Light agents currently can't create tickets - only add private comments to existing tickets. Is this behaviour going to be changing on the 20th? ie: will light agents be able to create and solve tickets with private comments?

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    Nick Wurm

    "Some triggers and automations send email. While private comments are never sent out in email notifications, some of these rules may still cause an email to be sent as part of a private ticket. You may want to take some time to prepare your business rules before starting to use this feature. We’re created a guide for this process, which will be available soon."

     

    When will the guide on process for how to prepare business rules be available?

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    Akshath Sapalya

    How can this be achieved using API's? 

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    Max McCal

    @Glenn - Light Agents can create tickets, and those tickets are private.

    @Nick - Coming shortly. This week.

    @Akshath - You've always been able to create a private ticket with an API call. We haven't changed that. You just need to set the is_public value of the comment to false.

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    Nick Wurm

    @Max

     

    Great, I appreciate the update. Will the link to said process guide be posted somewhere in this support article or comments section?

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    Glenn Wimetal

    @max - Outstanding! Can't wait to see it hit my account :)

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    Libby Tooke-Mitchell

    This sounds fantastic. Will the same feature be available on when agents create a new follow up or linked (child) ticket?

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    Blake Eddins

    Can't wait!

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    Max McCal

    @Nick - I'll post a link to the doc, but it is also linked from within the product.

    @Libby - I can't speak to the child ticket app, but I would imagine it will need an update. Follow up tickets should work just fine.

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    Max McCal

    @Nick these are the new docs: https://support.zendesk.com/hc/en-us/articles/115002182648

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    Jon

    Is this on a delay? I still do not have it yet

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    Nadia De Vriendt

    Same here :-(

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