Submit public reply and internal note simulaneously

完了

23 コメント

  • 正式なコメント
    Chris Fellows
    コメントアクション Permalink

    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

     

     

     

  • Sebastian Thimm
    コメントアクション Permalink

    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!

    3
  • Jake Zimmer
    コメントアクション Permalink

    This is an excellent suggestion, either leaving 2 different comments or the same comment for internal and external would be super helpful.

    2
  • Lorin Rivers
    コメントアクション Permalink

    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

    2
  • Row M
    コメントアクション Permalink

    Could really use this currently we have to do it twice which can be time consuming

    2
  • Row M
    コメントアクション Permalink

    any updates yet?

    2
  • Thomas D'Hoe
    コメントアクション Permalink

    Agree!

    1
  • Karoly Losonc
    コメントアクション Permalink

    Would be a great feature, any updates?

    1
  • Terry Sciore
    コメントアクション Permalink

    I also agree that this would be a huge time-saver.  It is very cumbersome as designed.

    1
  • Joe Patti
    コメントアクション Permalink

    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.

    1
  • Thomas D'Hoe
    コメントアクション Permalink

    Thanks Joe. +1 for me

    1
  • VoiceStudio
    コメントアクション Permalink

    Anything on this folks?

    1
  • Nicola Mustone
    コメントアクション Permalink

    Still nothing?

    2
  • Jonathan Gaull
    コメントアクション Permalink

    This has definitely caused some issues for us

    1
  • Jdemmons
    コメントアクション Permalink

    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). 

    1
  • Nicole - Community Manager
    コメントアクション Permalink

    Hi Jdemmons - 

    Can you tell us more about your use case?

    1
  • Maggie St. Clair
    コメントアクション Permalink

    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. 

    1
  • Lorin Rivers
    コメントアクション Permalink

    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.

     

    1
  • Jdemmons
    コメントアクション Permalink

    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. 

    1
  • Nicholas Erickson
    コメントアクション Permalink

    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.

    1
  • Chris Norris
    コメントアクション Permalink

    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.

    0
  • Mpadro
    コメントアクション Permalink

    +1 less clicks = more productivity 

    0
  • Mike D
    コメントアクション Permalink

    Any update on this? ServiceNow has this feature...

    0

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