I've recently started working with a small customer support team that uses ZenDesk. They currently have a strict rule not to use the internal note function of the platform as they have had occasions where the end-user could see the notes made that were intended for agents viewing only.
I have done some research on public vs private comments and it seems incredibly convoluted. We do not use organizations, light agents, or anything of that manner. It's basically set up so tickets come in, and then one of our agents picks it up and responds.
I really think this "internal note" feature would be very helpful to our process, but my support team is now afraid of it as in the past notes have been seen by end-users.
What would be the cause of an end-user seeing an internal note for an organization using the base product (no organizations, groups, light users, etc)? Is there a simple way for a support team to be absolutely certain that an internal note will not be seen by an end-user?
Please sign in to leave a comment.