Public reply, Internal note - is it possible to code/add in a new tab for a particular department?

Hello Team,

I was wondering if it's possible to code in or add another tab in addition to the 'Public reply' and 'Internal note' tabs already in the UI. The reason for this is we'd like to use this extra tab for another department.

We currently have to navigate to the department's assigned Google Sheet whenever we require information or need to request something from them - the Google Sheet was set up so that they don't have to navigate into the related ticket in ZenDesk. The end goal for this extra tab would be so our Agents won't need to navigate away from the ticket, into the sheet (I would need to set up a Zapier automation for this) to log their request, rather they only need to post their request into the extra tab and the information would then get Zapped to the sheet.

Any insights into adding an extra tab would be appreciated - thanks!

Casey

October 28, 2021 04:08

Any takers for my request? Thanks.

Mira

November 05, 2021 14:33
Edited

Have you considered using side conversations? You could email or post to a specific Slack channel from the Zendesk ticket to people outside Zendesk.

November 07, 2021 04:16

Thanks Mira, unfortunately we aren't on a plan that supports Side Conversations :(

Public reply, Internal note - is it possible to code/add in a new tab for a particular department?

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