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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

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Aaron Doane

Zendesk Luminary

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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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

Zendesk Luminary

My team uses internal notes for a few different scenarios. 

  1. Transferring tickets from one team to another: Adding any notes about the ticket/situation and why it's being transferred. 
  2. Training Opportunities: Supervisors, Trainers and agents with more experience can help coach less experienced reps on how to handle a ticket or what can be improved on for the future. 
  3. Personal Notes: Some reps use internal notes to add any notes about the situation that could be helpful if/when the customer responds. This comes in handy if it's a long thread and you want to give yourself notes so you don't need to read everything over again next time. 

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Aaron Doane

Zendesk Luminary

MJ MJ Any and all of the above. Nickolas's response is pretty on point.

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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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