Who sees "Internal Note" and who receives an email?

9 Comments

  • Gavin Stone
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    Laura, I'm not Zendesk but a few questions to help clarify what you mean.

    When does Agent 2 get added as a CC on the ticket?

    There is no default trigger set in Zendesk to e-mail anyone when an internal note is added, however you can create one. The only people who can see internal notes are agents - CCs who are on a ticket (as per my understanding) will not get an e-mail notification when an internal note is added.

    It might be better though if we more understand the business case of what you are trying to do as there may be a better way to apply it in Zendesk.


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  • Laura Fu
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    When I refer to CC I'm talking about the option on the left side navigation to add someone. In this test ticket I created, the requestor is Jane Doe, the main assignee is me, and I have not selected a CC but I would normally add our second agent there.

    Since I find ZenDesk's email communications cumbersome, I always do all my work in this dashboard interface. I'm trying to make sure that internal notes and updates made here in the dashboard are visible to and communicated to other agents.

    The business case is: We have an open ticket and multiple internal individuals are responsible for various aspects. I do not want to the client/person who opened the ticket to see what my teammates and I are doing, but I need everyone working on the ticket to know what else is going on. Everyone can see the thread when they log in via the web, but I'd like to be able to alert them via email, too.

    We have an agent who doesn't use this dashboard much but asks that I update the ticket status. He had asked, "If I reply to an email, can I make it Internal so that the client doesn't see it? Or do I have to log in to the dashboard to make an internal note?"

     

    I think ultimately the answer is usually, "Set up an automation/trigger...", but I've had difficulty understanding how to build something from scratch. And it's hard to know what is currently set-up as an out-of-the-box setting or what I need to create myself.

    Thank you kindly for your advice!

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  • Gavin Stone
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    Hi Laura,

    I think I understand what you are after now!

    See here: https://support.zendesk.com/hc/en-us/articles/203691006-Updating-ticket-properties-from-your-inbox

    Assuming that the CC you are adding is also a valid Zendesk Agent, your agent replying by e-mail can type this at the top of the e-mail

    #public false

    A quicker shortcut for this is 

    #note

    This will make his e-mail sent back an internal comment which will then subsequently not get sent out to customers.

    I'm not sure how your business is structured but you should also look into using Zendesk's groups feature. https://support.zendesk.com/hc/en-us/articles/203661966-Creating-managing-and-using-groups 

    Given your use case above, if the rest of your business runs like this, instead of assigning to one agent and having a CC added for other interested agents, you could logically group your people/staff into groups of people that deal with individual requests. It's then much easier to control communication to update a certain group when a request gets added.

    Does that help?

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  • Laura Fu
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    Gavin,

    I believe this makes sense. I will inform my coworker of that ability to add a hashtag within an email to update the ticket properties. I think that is the most straight forward solution.

    We do use the groups options. We have a group for "Support" that includes myself and my coworker who is the only other agent. But I do all the tickets right now. The other agent is more so the backup or handles specific IT-related tasks. So he does not need to get an email for everything else that I do, only those for which he is CC'd on.

    Thank you kindly,

    Laura

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  • Jessie Schutz
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    @Gavin - Thank you so much for jumping in here and helping out! :D

    @Laura - it looks like Gavin was able to answer all your questions, but please let us know if you have any more questions!

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  • Julian T Muir
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    Great advice here.... however I see an interesting issue when posting an internal comment on an issue..and that is, in the users web interface the issue shows that there has been an update - the issue moves to the top of the list and the Last Activity field time changes...yet there is NO detail as far as the usder is concerned (obviously because it is a private note!)...

    We find that what happens is the client (user) sees this and wonders why & what is happening - and have they missed something It is confusing for the  client !!!


    Can what I am seeing be confirmed as the case, and if so how can we, from the the users perspective, STOP showing there has been a change to the last activity - as there has NOT been any activity as far as the user is concerned...

    Hope this all make sense..

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  • Jessie Schutz
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    Hey Julian!

    I did some testing on my end and I had the same result. My educated guess here is that we do this so users know that work is happening on their ticket on the back end, although I can definitely see where it might cause confusion.

    I'm going to do some checking around to make sure that this is intended behavior, and see if I can find any other info that might be helpful.

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  • Stuart McAllan
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    We are switching from another package, and they have an internal and external CC list.

    Is this possible (internal CC), or 'Agent Only" communication on internal comments/updates.

    I above option is available via a trigger?

    Stuart

     

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  • Nicole - Community Manager
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    Hi Stuart - 

    Yes, the agent only communication is best performed in the agent interface, using the "Internal Note" feature. 

    If you also need to have email notifications, the articles linked above should help you set that up. 

    Let us know if you have further questions. 

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