Coming soon: Create tickets without alerting customers Follow

This rollout is currently in progress. If all goes according to plan, all accounts will see this feature by Feb 29th.

In Zendesk Support, new tickets have always begun with a public message --- one that customers can see. We’ve always looked at a ticket as the start of a conversation. Over time, though, many of you have made the request that you’d like to begin a ticket with a private comment; to keep the ticket internal, while still associating it to a person in the requester field.

Beginning the week of February 20th, we’ll allow you to create a new ticket with either a public or private comment. Tickets with no public comments will be called private tickets, and will stay internal, hidden from customers.

 

Some things are different about private tickets

All in all, private tickets are just tickets. Since private comments have always been kept hidden from end users, a whole ticket full of nothing but private comments is pretty self explanatory. That said, we’ve made a few small changes:

  • They don’t show up in a user’s “My Activities” list or in Help Center search
  • Comments added to a private ticket default to private unless the agent overrides this
  • We show warnings to agents when switching to public, just in case

 

Many things are just the same

They’re still tickets, though, almost everything you’ve come to expect from tickets is still true. You can still build business rules (triggers, automations, and SLAs) and trust that these will affect your private tickets. You can also add a condition to any rule to exclude them. Private tickets can be assigned, and go through all the normal status changes. Because you can switch to public any time, these are just silent tickets, being worked on like any other, or waiting to begin that conversation.

 

Creating and using private tickets

Creating a private ticket is a breeze. We’ve added the same selector for public versus private tickets to the new ticket page that you see every time you update a ticket. This is true in our mobile apps as well.

First you’ll need to enable your agents to create private tickets. The new setting will be found on the Tickets menu, under setting in your Zendesk Support admin menu.

Now when you add a new ticket you’ll see the option to select “Internal note”. 

0a0296a6-9637-43e9-bfea-14784e5aecde.png

To provide a little bit more certainty that internal tickets aren’t accidentally made public, new comments default to private when you update the ticket. We’ve also added this warning, which agents will see when they start to add a public comment. You can opt out of this warning at any time.

ec2ac831-8fd3-47d6-8244-f52e4ad2590a.png

Once you create a public comment, the ticket starts to be visible to the requester. Email notifications will go out as usual. Remember that the subject you choose becomes visible, so don’t put any sensitive information into the subject line!

2ad54965-3b92-4286-bfb9-15df873a597c.png

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.

 

Things to do with private tickets

There are many uses for a ticket that's completely internal. For a few ideas, here are some things to try: 

  1. Make records of calls and meetings with your customers. These can be stored as tickets, meaning you get a more accurate picture of your Support team's effort, without bothering your customer.
  2. Take action on issues that you can't share. Sometimes tasks need to be carried out on behalf of a customer account -- investigations or corrective actions -- that might be sensitive. With a Private Ticket, this can remain internal.
  3. Prepare for an interaction before communications open up. Because Private tickets can be shard just by adding a pubic comment, you can use the ticket to gather materials, prepare, or take notes. Until you add a public comment, the ticket helps you get ready. When it goes public, it's just like any other ticket.
  4. Send someone else a task. Throw together a private ticket, record some steps or actions that need to be taken (maybe use a macro if you're going to do this a lot?), and assign it to someone else, or set it in a queue for the next available person. 

All of these things have two things in common. You get to associate it to a customer, meaning the record is there for future reference, and you get the value of reporting, whether that's accurate accounting of what your team is doing, or the amount of work you're doing on behalf of a particular customer or organization. 

 

When will this be available?

You will be able to enable this feature around the end of February.

Have more questions? Submit a request

Comments

  • 1

    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.

  • 1

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

    Edited by Nadia De Vriendt
  • 0

    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.

  • 0

    @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.

  • 1

    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?

  • 0

    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.

    Edited by George Kaloyanov
  • 0

    @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. 

  • 0

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

  • 0

    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. 

  • 0

    +1 Can't wait !!

  • 0

    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 

  • 0

    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..

  • 0

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

  • 1

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

  • 0

    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 :) 

  • 0

    +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)

  • 0

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

  • 1

    @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.

  • 1

    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?

  • 2

    "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?

  • 0

    How can this be achieved using API's? 

  • 1

    @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.

  • 0

    @Max

     

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

  • 0

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

  • 0

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

  • 0

    Can't wait!

  • 0

    @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.

  • 0
  • 0

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

  • 0

    Same here :-(

Please sign in to leave a comment.

Powered by Zendesk