Recent searches

No recent searches

Consolidated View for Internal Notes

image avatar

Jacob Goldstein

Posted Jun 09, 2023

We are looking for a way to display a consolidated view of the internal notes. This could be collapse/expand-all capability or a grid view, as examples. Many of the internal notes include a lot of content, from emails, SMS messaging, phone calls, etc., and it makes it difficult for users to scroll through to find a relevant interaction or to sift through multiple notes to see a quick overview of interaction history with the customer. 

6

4

4 comments

Date
    Newest

      Official

      image avatar

      Amisha Sharma

      Zendesk Product Manager

      Hello everyone,

      Excited to share with you that Modernized Conversational Experience beta is now accepting sign ups: https://support.zendesk.com/hc/en-us/community/posts/6910916146330-What-is-the-Modernized-Conversational-Experience-MCE

      We will be addressing the pain point expressed in this post as well as part of this beta. Inviting all of you to have your admin sign up to opt into this beta to provide us early feedback. Thanks!

      0

      Official

      image avatar

      Amisha Sharma

      Hello everyone,

      Excited to share with you that Modernized Conversational Experience beta is now accepting sign ups: https://support.zendesk.com/hc/en-us/community/posts/6910916146330-What-is-the-Modernized-Conversational-Experience-MCE

      We will be addressing the pain point expressed in this post as well as part of this beta. Inviting all of you to have your admin sign up to opt into this beta to provide us early feedback. Thanks!

      0

      image avatar

      James Hanley

      Hey folks, James here from the Product team.

      I wanted to share this marketplace app; Event Manager Pro, which might be able to help capture agent notes and present that in the interaction history at the time and date they are created.

      Additionally, the Interaction History can be filtered, so that allows agents to easily find and read historical notes.

      Hope this helps.

      James

      1

      image avatar

      Sydney Neubauer

      +1. I use internal notes to draft up responses (yes I know of draft mode but it still sends it which is what we don't want). And when you do this enough, it is quite a lot to look at

      1

      image avatar

      Nicole Saunders

      Thanks for sharing your feedback, Jacob! 

      If other users have a similar need, please up-vote Jacob's post, and share additional details in the comments below. 

      Please note that all feature requests posted to the community are read and captured, but not everything can be responded to by the product team. 

      2

      Sign in to leave a comment.

      Didn't find what you're looking for?

      New post