Private tickets: Cannot adjust default triggers on Essential plan

2 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Petri!

    I've been giving this some thought, and I think that a minor process change could take care of this for you.

    When your agents create a ticket that needs a private first comment, have them set themselves as the requester to start. Then they can add the private first comment and update the ticket without any notification going out to the customer. Then they just need to change the request and re-update, and all will be well.

    It's a little more labor intensive, and it'll take some training to make sure your agents know and remember to do it, but I think it's the easiest way to get where you need to go without upgrading your plan.

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  • Petri Rossi

    Thanks Jessie!

    I was a bit hoping Zendesk would update the default triggers to fully support the 'Private tickets' feature also for the Essential plan (I'd suggest at least doing that for new accounts if you don't want to go through existing/old accounts). However, if that's not an option (I guess changing the default triggers might have some other implications too), your work-around should be doable.

    However, as you mention, it does have a caveat in that it requires an active extra step from the agent and thus someone will probably at some point forget it and accidentally send out something. We want to minimise that risk and therefore would probably choose not to enable this for now. In any case, it's not a critical feature for us though it would add some convenience.

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