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Why are internal notes being used
Answered
Posted Dec 06, 2023
I would like to know why internal notes are being used, can you share some real-life scenarios in which internal notes were useful?
Do you use notes to refer to a particular conversation or it is used as a note for an entire thread?
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5 comments
Aaron Doane
Internal notes are used whenever an agent needs to take a note that the end-user is not meant to see.
For example, an internal note may have technical troubleshooting details or may contain some back-and-forth with another resource internally that is not customer-facing.
I've also seen internal notes used as just that, a place to take notes. These are often stream-of-consciousness style notes that help the agent track what they've done so far.
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MJ MJ
Aaron Doane So could that be for a single conversation, a set of conversations? or it is usually for a complete conversation?
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Nickolas Selesky
My team uses internal notes for a few different scenarios.
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Aaron Doane
MJ MJ Any and all of the above. Nickolas's response is pretty on point.
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Joern Roennow
Hi all,
Infinite Hooray ApS developed an app that improves working with Internal Note.
7-days free trail - maybe worth for you to take a look.
https://www.zendesk.com/marketplace/apps/support/1081069/noteflow/
All the best,
Joern
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