Creating new tickets - hiding description from customers

4 Comentarios

  • McCabe Tonna

    Merethe,

    So in this scenario the agent is creating the ticket on behalf of the customer?

    What I would recommend doing is creating a checkbox custom field named "Email Customer?" or something similar.

    Then modify "Notify requester of received request" to include 

    Ticket is ... created

    Ticket status is not solved

    Ticket: Email Customer? Checked

    ---------- perform these actions: 

    Email contents.

     

    Is that something that you were thinking of? This way you can toggle whether or not you want to email the customer on ticket creation.

    Furthermore you can include this checkbox to other notifications if desired. 

     

    Hope this helps.

    Thanks,

    McCabe

     

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  • McCabe Tonna

    Similarly (after rereading your request),

    You can notify the customer of a request without the description of the ticket, by having an alternate option

    Clone the previous ticket and change to "Email customer?": Unchecked  

    Then remove the placeholder: {{ticket.comments_formatted}}

    What this will do is email the customer with their ticket inquiry giving them the ticket ID and url, but no description in the email.

    This way you can toggle either trigger to notify the customer and never both. 

     

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  • Merethe Needham

    Thank you, this is perfect.  It would be good if i could move the checkbox to be on the same part of the screen as the Description and Subject field. This is mainly so my agents don't accidentally overlook the tick box and forget to select it.

    Is it possible I can raise that as a product idea for Zendesk?

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  • McCabe Tonna

    Merethe,

    You can submit product feedback if you would like HERE

    I would search around as I have a feeling this has been requested before. 

     

    Thanks,

    McCabe

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