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Working with notes in Sell



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Nova Dawn

Zendesk Documentation Team

Edited Jun 21, 2024


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13 comments

I wish to add a Smart List with Starred Notes only. It's not so handy to view from Activity Feed as I have all needed on My Dashboard view. Because at times it is more natural for me to have a Note than a Task (in Tasks there is no space for any notes, only name of Task).

Is that possible?

 

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Mackenzie Krueger

Zendesk Digital Resources Team

Hello Rami,

That is a good question! Unfortunately, that is not a feature of smart list communication filters.

Kenzie K | Sell Customer Advocate |
Contacting the Zendesk support team

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What a pity! So, twinkle, twinkle, little star, makes me wish there would be unbound Notes too. Surely Notes should have possibility to link certain Deal or Contact. Plus Notes icon on menubar :)

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Hi there, may I know if there is a way to add a note in Zendesk Sell that allows us to track whether a client has been contacted? For example, an email was sent from Zendesk Support, but we want to clock it as a "contact" under Zendesk Sell. Meaning to say it will show up under "last communication" X days ago, etc? 

 

 

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Hi Brandon, 
 
Thanks for reaching out to Sell!
 
 
Support tickets aren't included in the Sell communication filters but if you pull in Last Activity date, you can track a note sent to sales from Support. 
 
 
Please let me know if you have further questions.
 

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hi @... ! sorry, may i know what you mean by "track a note sent to sales from Support?"

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Hi Brandon, 
 
You need to install Zendesk Sell in your Support, once done you can do the sample video I attached. 
 
Please let me know if you have further questions.

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At one point the tooltip on the padlock icon said "show only to those with full access" (or something similar) and now that tooltip says "show only to me".

What setting changes this behavior? We are looking for a way to restrict sensitive notes to just those with unrestricted access to the platform.

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Francis Casino

Zendesk Customer Care

Hello Andon,
 
The behavior of the padlock icon in Zendesk Sell, specifically its tooltip text, can be controlled by changing the visibility settings for sensitive notes. To restrict sensitive notes to those with unrestricted access to the platform, you should adjust the visibility settings as follows:
 
  1. Access Sensitive Notes:
    • Log in to your Zendesk Sell account as an administrator.
  2. Navigate to Sensitive Notes:
    • Access the sensitive notes section in Zendesk Sell, where you can view and manage sensitive notes.
  3. Edit or Create a Sensitive Note:
    • Select the sensitive note that you want to restrict access to, or create a new sensitive note if needed.
  4. Set the Visibility:
    • Within the sensitive note settings, look for an option related to "Visibility" or "Who can see this note."
  5. Choose the Appropriate Visibility:
    • Select the visibility setting that corresponds to your desired access level. In your case, you want to restrict it to those with unrestricted access to the platform. This setting may vary depending on your Zendesk Sell version, but it is typically set to "Only those with full access" or something similar.
  6. Save the Changes:
    • After setting the visibility, be sure to save the changes to update the sensitive note.

By adjusting the visibility settings for sensitive notes as described, you can ensure that these notes are only visible to users with unrestricted access to the platform. Keep in mind that the specific labels and options may vary depending on your Zendesk Sell version. 

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Is there a function available that can prevent a note from being deleted?

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Francis Casino

Zendesk Customer Care

Hello Tom,
 

There isn't a built-in function specifically designed to prevent a note from being deleted entirely. However, you can restrict access to a note to limit who can delete it, and you can also track changes made to notes for accountability purposes. Here's how you can approach it:

 

  1. Restricting Access: As mentioned earlier, you can restrict a note so that only certain users, such as administrators or those with full access permissions, can view and edit it. By limiting access to the note, you reduce the likelihood of accidental or unauthorized deletion.
  2. Change Tracking: Zendesk keeps a record of changes made to tickets, including notes. Users can view the history of a note to see when it was created, edited, or deleted. This audit trail provides transparency and accountability, allowing administrators to identify who made changes to notes and when.

 

While these measures don't prevent deletion outright, they provide controls and visibility to help mitigate the risk of important notes being accidentally or maliciously deleted. Additionally, you can reinforce best practices and policies within your team to emphasize the importance of retaining critical information in notes.

 

 

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2. Change Tracking

Does Sell have this function, as I believe you're talking only about Support tickets?

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Francis Casino

Zendesk Customer Care

Hello Tom,
 
I'm sorry for the mix-up, but this feature is exclusively accessible for Zendesk Support tickets.

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