Submit public reply and internal note simulaneously
完了I'd love the ability to submit a public and internal note at the same time.
When we escalate an issue to our engineering team, we like to give the customer an update to let them know that it may take a little longer than normal to find a resolution. At the same time, we need to assign the ticket to our 2nd level support group and leave an internal note with the details of what's going on.
Currently all we can really do is submit a public reply and change the ticket's status to Open so that we can find the ticket easily, assign it, and leave an internal note. If we could do all of that at the same time, it would be life-changing! Or it will at least save some time. :)
Thanks!
Jason
ShuttleCloud Corp.
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正式なコメント
There is now an official Zendesk app on the Marketplace that allows an agent to add a private comment at the same time as a response. It lives in the sidebar on new and existing tickets:
https://www.zendesk.com/apps/support/private-comments
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Agree, would not be the only use case, also in standard CS with writing the customer an email, but wanting to leave a not for agents in the meantime, this would be helpful!
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This is an excellent suggestion, either leaving 2 different comments or the same comment for internal and external would be super helpful.
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I saw this right as I was clicking submit on my duplicate request.
Typically, I am noting GitHub Issue links in response to customer requests
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Could really use this currently we have to do it twice which can be time consuming
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any updates yet?
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Agree!
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Would be a great feature, any updates?
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I also agree that this would be a huge time-saver. It is very cumbersome as designed.
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Zendesk, any update? This is definitely a requirement. There is too high a risk that agents will write the customer response, click internal note, write it and then submit the ticket. Customer then ends up with all the content. Understandable this is a training issue to ensure they don't do this, but from a platform and workflow standpoint, this is a huge efficiency issue.
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Thanks Joe. +1 for me
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Anything on this folks?
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Still nothing?
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This has definitely caused some issues for us
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Bump
+1 for this feature please!
Also the ability for it to be a separate entry for the note and reply would be ideal (rather than the same entry for public and private).
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Hi Jdemmons -
Can you tell us more about your use case?
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This would be great for us. Often times an agent will need to update the end user to let them know they are escalating this ticket. They will also need to provide more info in the internal comments for the L2 agent so that they do not need to start from scratch with triaging the issue.
We came to Zendesk from a homegrown support system. While that system had too many flaws to count, the one thing that we really miss is the ability to send both a public and private comment at once. In that system, we had two boxes visible, one for private and one for public responses. We could type in both and then submit the ticket. It was nice and quick for our L1 agents when they need to escalate an issue to L2.
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Nicole, I frequently am responding to ticket AND taking notes for the background or sharing with partners. I use the Private Comments tool to get around this, but I have lost data from this.
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Hi Nicole,
The method described by Maggie where "we had two boxes visible, one for private and one for public responses. We could type in both and then submit the ticket" would be ideal. Constantly submitting a reply, then re-opening the ticket to add a note is cumbersome.
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This is a feature members of the teams I support would love. We often have situations where we would like to make a public facing comment to the requester while adding an internal note, such as next steps, device information, etc. that would be used by agents.
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We just started using this software and I was a little disappointed that we have to go through some many step for this.We use the software for technical support and having internal note separate from the emails/text/chat. is critical for us.
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+1 less clicks = more productivity
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Any update on this? ServiceNow has this feature...
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