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Recommended feature for reducing mistakes when agents are making frequent alternating internal/external posts



Posted Nov 09, 2023

 
My feature request is as follows:
 
+ I would like to request that an option be provided to isolate external and internal communications by two separate vertical columns. This means that there is no need to select an option to make an internal comment, because you would be able to use the other column.
 
Example:
 
 
Reason: 
 
Many agents working in Zendesk have to create multiple internal comments and external communications on the same ticket. In many cases we need to alternate many hundreds of times a year. Inevitably there will be some human error in mistakenly forgetting to select "internal" and sending a potentially sensitive email to the customer.
 
I guarantee if I had the option to keep all internal threads vertically isolated from external threads, it would be far more intuitive for me to ensure the communication goes to the correct person. This would reduce the chances of human error coming into play as no separate action needs to be taken, we would simply be replying in the same area where the previous communication came from. It would be fundamentally counter-intuitive for me to send a reply to an internal comment to an external customer.
 
Humans will make mistakes and in some very sensitive situations the existing functionality I believe does not prevent human error sufficiently. At least I should have the option to fully isolate internal vs external communications in different sections of the UI.

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2 comments

+1 it would also add in the functionality of submitting an internal note and public reply at same time. And could be done via macro. The amount of switching I do daily is close to 50+ times day. A lot of times I need to have internal note load first but I am only 1 in an instance of hundreds. If you could do either without needing to click around, it would cut down on clicks and time

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This would useful to have a UI improvement generally for handling of public vs. internal notes - it would likely cause less mistakes / better handling for which type of communications managed for customers. 

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