Start a new ticket with an Internal Note

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19 Comments

  • Official comment
    Max McCal
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    Excited to say we are finally live with this feature. It took a pretty significant effort, but you can now enable the option on your Tickets menu, in the admin area of your Zendesk Support account. 

  • Cheryl Wetherington
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    Hi Simon,

    Just go to Settings ===> Tickets and deselect the checkbox 

    Agent comments via email are public by default

    Set the default mode for ticket comments submitted by agents via email.

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  • Simon Guest
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    Hi Cheryl,

    Thanks for your suggestion but unfortunately, this doesn’t achieve what I’m looking for. What I would like to be able to do is open a ticket with an internal note and not a public comment. Even with the setting that you mention, Zendesk still forces the first comment on a ticket to be public.

    Thanks again,

    Simon

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  • Laura D.
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    Hi Simon, 

    Even with the setting Cheryl mentions, you're right, the initial comment is always going to be public (unless the ticket is made by a light agent or is a voice ticket). You could start a ticket with a very generic opening message ("Here's the ticket you requested, we'll be following up shortly" or similar) and then add notes with a separate internal comment. Not quite the same but might help. Let us know if you have more questions!

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  • Cheryl Wetherington
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    Hi Simon,

    Check out this thread - Andrea has set up a tag, macro, trigger combination that might work for you.

    https://support.zendesk.com/entries/24971188-New-Ticket-to-choose-Internal-Note-or-Public

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  • Andrea Saez
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    Thanks Cheryl! I was about to mention that as well. You can always start a ticket that doesn't trigger for a client, technically making it 'internal'.

     

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  • Wouter van Gessel
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    Hi Zendesk,

    We are also often stuggeling with this issue. 

    For phone calls we always recap the user's question in a public reply when opening the ticket, then add an internal note when we forward the ticket to another agent. 

     

    The problem is when we have issues that the customer is not aware of, for example, we have to implement something on their website which is new. We don't want to notify the customer until we are ready to do so. 

    Or, we get a contract and want to start a ticket for an agent to pick this up, but only notify the end-user once we are ready. 

     

    Now, Zendesk forces us to always start with a public comment. Why? Is this to sell Zendesk Voice, so Zendesk customers are forced to use Zendesk Voice? Or is there another good reason why it's not possible to start a ticket with an internal comment?

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  • Matthias Bromberger
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    Same Problem here - need an option to start tickets with an internal comment - for internal issues!

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  • Jessie Schutz
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    Hey guys!

    I can assure you there are no nefarious purposes behind this functionality. :)

    There are a few different ways to handle this particular workflow. You can start the ticket with the agent as the requester and then change it later, or you can create a linked ticket (with our Linked Ticket App) when you're ready to reach out to the customer, so you don't have worry about private comments on the original ticket at all. You could also apply a generic macro when you submit the new ticket, thanking the customer for reaching out and letting them know you'll be in touch, and then create your private comment once the ticket is created.

    All that said, we do have an active post about this in our Product Feedback Forum that you might be interested in, if you haven't already see it. You can find it here:  First comment as Private.

    I'd encourage you to add your vote to that post and share your use case in the comments. This is the best way to let our Product Managers know what you need Zendesk to do!

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  • Max McCal
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    Hey, everyone - 

    We've been looking into this issue for some time, but haven't made any forward movement on it. That may change very shortly, but we have a few specific questions. Rather than add more comments here, we're looking to have a conversation with some customers who are still actively looking for functionality like this. If you'd like to participate and speak to me about this feature, please sign up here.

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  • Max McCal
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    The form has been closed. We received more responses than we'll ever be able to get back to. Thanks!

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  • Dan Long
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    +1 Could really use this feature. We have lots of tickets that we don't want to initiate contact with the user at first, but want to later on with all the info from the internal notes kept in the same ticket. 

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  • Max McCal
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    For anyone who has not already signed up, we've opened a beta for this feature. We're planning to add users in batches, but it will be an open beta.

    goto.zendesk.com/privateticket

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  • Daniel Gould
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    Any word on when this is likely to be live?

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  • Graeme Carmichael
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    Daniel

    This is live now.

    If you cannot make the first comment private, ask an Administrator to go to Settings>Tickets>Comments an check the 'Allow first comment on tickets to be private' option.

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  • Daniel Gould
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    Amazing, thanks!!

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  • Gourav Kumar
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    when a user install app i want to automatically uncheck 'Allow first comment on tickets to be private' option. How can i facilitate this? 

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  • Jessie Schutz
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    Hi Gourav!

    This feature is an all-or-nothing scenario - it's either active, or it's not. It's not possible to disable it on a case-by-case basis.

    That said, end-users cannot make private comments, so having the feature active will not impact any of the tickets your users submit to you. Does that clear things up?

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  • Mark Castillo
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    Thanks Max!!!!! This is awesome!!!! You don't know how much this new feature helps out our team!!!! ZenDesk is the best in adding features that we request. =) 

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