How can an end user add an internal note to a ticket?

Answered

22 Comments

  • Valerie

    We're actually seeing the same thing, so an some insight from Zendesk would be much appreciated.

    0
  • Jessie Schutz

    Hi Elizabeth and Valerie!

    This sounds like it might be related to some changes we just made to our CC functionality on tickets, so I'm going to ask some troubleshooting questions so I know exactly where we're at.

    • Is the user's other email listed as a secondary email on their user profile, or do they have two separate user profiles?
    • If the email is listed as secondary on their profile, is that secondary email verified?
    • Do any of the instances you see of this involve users who are not CC'd on the email (ie: the requester forwarded it to them and the responded)?

    The answers to these questions will help narrow some things down for me, and I'll be able to verify the intended behavior. Thanks!

    0
  • Elizabeth Corbacho

    Thank you Jessie!

    1- they are two separate user profiles

    2- in my case, both instances involve users who are not CC'd

    Thanks!

    0
  • Valerie

    Hi Jessie,

    I don't want to hijack this thread, but in our case, the end user ended up having two Zendesk profiles (different email addresses, which I have since merged and verified). 

    Luckily, the user just responded back to one of our team members and the issue is now resolved.

    0
  • Jessie Schutz

    Hey all!

    Thanks for getting back to me so fast! You're definitely seeing the new CC functionality in action here.

    The TL;DR of it is, when someone responds to a ticket who is not the requester or someone already CC'd on the ticket, their comment is added as an internal note until the agent approves them to be added as a CC. You can find all of the details about this change, why we made it, and what it means for you here: Update to Comments by Third Parties. Let us know if you have any other questions!

    2
  • John Meyers

    While this seems like a step in the right direction for security, we have some fairly big problems with these automatic internal notes.  Many of our customers send us tickets from different email addresses than the one on their account in our system.  Too many emails are getting flagged and made internal notes.  Adding the second email to the CC is not a great solution because it's a pain for us and slows us down having to look up the user's other address, if we even have it.  If we don't, then any part of the thread coming from that address will be lost to the user.  Also, if we do add the second as a CC, the user will now get two emails from us for every response going forward.

    Is there any way to turn this feature off or edit  any settings around its behavior?

    1
  • Hans Andersen

    We are experiencing the same issue with the internal notes, but our in our case we have a contact form sending ind the mails with the requester in a reply-to email header. Therefor the requester is the actual user/email, but if the user replies to the ticket the reply becomes an internal note.

    2
  • Jessie Schutz

    Hi John and Hans!

    Thank you for sharing your feedback on this functionality. I'll be sure to pass it along to the Devs who've been working on it.

    -1
  • Andrea Brown

    We are experiencing this in the same way that Hans is. When users user our contact form, any replies they add later are added as an internal comment. I wasn't able to locate duplicate accounts for the users, so it doesn't seem to be related to the user CCing themselves with multiple emails.

    We would appreciate any assistance; we don't want the user to lose access to all of their previous comments as we go back and forth on difficult issues.

    Andrea

    0
  • Greg Bakken

    Given this workflow and functionality following the "Update to Comments by Third Parties" patch, please give us an option to make internal comments public when they are from external emails.  There is another thread here that discusses it a bit: https://support.zendesk.com/hc/en-us/articles/115006354868-Changing-a-ticket-comment-from-public-to-private

    Our customers are getting a little frustrated since they cannot see the email replies they are making because they may be from a different email address than the requester or cc: matching.  Or they received the email in a distribution list and they are replying with their personal company email address.  We have tried explaining the Zendesk patch to them a few times, but they do not get what/why.  I am not challenging the patch or the purpose behind it, but we should have a tool to manage the outcome.

    The impact is that customers have no idea whether we received their responses until the Support Engineer engages with the issue again and may confirm receipt of their email.  If we had an option to quickly convert these internal comments (really email replies) to public comments, the customer could see that we received it with the right timestamp.

    1
  • Jessie Schutz

    Hi Andrea and Greg! I'm so sorry for the delayed response!

    @Andrea: What you're experiencing is due to a change that we made to CC functionality in order to mitigate a vulnerability that was brought to our attention. You can find all the details on that here, if you haven't already read it.

    @Greg: I'll pass your feedback along to our Devs!

    0
  • Andrea Brown

    Jessie,

    I have read that documentation; thank you. The problem is that we work in a Hub and Spoke model and the CC'd users can't be added in the Hub. Most of our agents don't have access to the Spoke accounts, and work exclusively in the Hub. This seems to result in users not having access to their full conversation with us, which is confusing to them. 

    As Greg said above, I understand the need for the patch, but we would love a tool to convert the comments to public comments within our Hub account.

    Andrea

    0
  • Trang Dinh

    Sorry for hijack this thread, but we are facing the same problem as mentioned by Hans above. Do we have any updates on this problem? 

    Thank you very much!

    0
  • Maiya

    Hi - I wanted to chime in that this functionality is also really screwing up with our ability to communicate.

    It means our support team needs to do extra work and our sales team on cc doesn't see the responses from the customer.

    Please undo this... it's a mess.

    0
  • Jessie Schutz

    Hi everyone!

    There isn't any new information to share at this point, but I have passed your feedback along to our Devs. Thank you for sharing your thoughts!

    0
  • Hege Moen

    Bumping this, we would very much like to see this changed so that internal notes created by the end users could be convertet to public replies.

    0
  • Chris Farmer

    Would love to see a workaround for this somehow...

    Our use case is many of our customers have email aliases setup, so the requester is john@example.com, but John may reply to the ticket from john.doe@example.com and therefore the response is marked as internal and SLAs aren't applied to the ticket, which means the ticket sits at the bottom of the queue. Not a great experience for our customers who have come to expect the SLAs.

    0
  • Greg Bakken

    One more suggestion: maybe we could have a function that Zendesk adds whereby if a user replies into a ticket and is not either a cc: or requester contact (e.g. emailed a distribution list and the user replied as their individual user) that the zendesk system sends them an auto-reply that their response was added to the internal ticket comment instead of public comment due to the fact they are not officially registered on the ticket and that SLA's may not be enforced due to this.

     

    the reply-to could be nobody@zendesk.com for example.

    0
  • John Meyers

    Just chiming back in that this continues to be a big headache for us.  We hope you're able to address this soon!

    0
  • Nicole - Community Manager

    Hi John & Greg -

    Have you shared your feedback in the Support Product Feedback topic yet? If not, may be a good thing to post where other users can more easily find and up-vote your suggestions.

    0
  • John Meyers

    Thanks Greg.  Added mine to your ticket there.

    0

Post is closed for comments.

Powered by Zendesk