How can I be absolutely sure an Internal Note will not be seen by an end user?

6 Comments

  • Andrew J
    Community Moderator

    Can you explain how end users saw an internal note? Unless your people forget to make a note internal, or the end user is accidentally added as an agent... or your agents directly forward an email to the client... this should not be possible.

    You can set internal as default to avoid accidental public messages. You  would be best to disallow agents from emailing directly to customers (only use the Zendesk portal).

    The Zendesk mail system automatically restricts agent only content to agent users - however humans do odd things.

    Our general rule is to never put something in an internal note that could not be read by an end user in an extreme situation - for example - perhaps an end user might join your team 4 years down the track and find disparaging notes etc :)

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  • Ale GL

    Question about that. If a user is CC'd in the ticket, will that person see our internal comments?

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  • Andrew J
    Community Moderator

    Definitely not from an email from Zendesk.
    Even using an email trigger, if you send a notification that is set to put full ticket history, it will not send internal notes to a non agent email.

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  • Andrew J
    Community Moderator

    This is of course still subject to humans doing odd things, like manually sending someone an email that they received as an agent through their email client. It might be possible to reduce the possibility of this by stopping emails sending that contain the specific text around an internal note, but I haven't experimented with that yet. Something you would have to do in the email client as a sending rule, or possibly in your email processor.

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  • Marcus Sibley

    I was hoping to get a little clarification as well.  I have ran into a similar issue as the original poster with coworkers expressing concern with having a customer's email address being attached to a note out of fear that a customer would see the internal notation.

    Today, I left an internal note only to have the customer reply to the internal notation asking what happened.  How is that possible?  How can we be confident that internal notations will not send emails and/or notifications to a customer? 

     

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  • Jason Schaeffer
    Zendesk Customer Care
    As Andrew mentioned above. If the comment is Internal it would not be possible to view this as an End User, the notification would not be sent to the user. You would want to confirm for certain the users role is that of an End User, and that the comment was made from the Platform and not an email that was forwarded. If there is a specific example we could certainly take a look and see what ,ay have occurred but there would never be a scenario barring the situations above that a internal note would be visible to an End User. 
     
    Thank you!
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