Visitors Notes - Date and Time stamps

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7 댓글

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Sammy,

    Thanks for the feedback on the visitor notes feature. The visitor notes feature was originally built for persistent notes on the visitor vs. internal notes on the session. We understand that some customers are using the notes field for more session related notes since then.

    Currently, we have no plans in 2017 to change the notes behaviour but we may explore the overall nature of internal notes next year. If you are using Chat + Support today, you can look at using the internal notes on the ticket for time/date stamps. If you only use Chat standalone, some customers enter the date before the note in the visitor notes section today.

    -Ramin

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  • Sammy

    Hi Ramin, 

    Apologies for the late response. 

    I have a feeling maybe you did not understand me fully. I was referring to the internal notes and not those that customers leave. 

    The internal note is the one that I feel should be having date/time stamps. 

     

    From what i have attached, this is a note that has been left by Agent. If the urgency of the note is resolved, we may never know the date that this was inserted. If it has a date/ time stamp, then whichever agent comes accross this client will clearly see and not that the issue mentioned here is already long overdue resolved. 

     

    Do you understand my point of view now?

     

    KR

    Sammy

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Sammy,

    I understood your use case fine and it looks like you are doing what I recommended by putting the date in the note yourself.

    For your specific use case, you could add a resolved and created date in the note manually. Customers who are using Support with Chat utilise tickets to highlight open issues for the customer in the side panel.

    We have no plans in the next 6 months to change the visitor notes behaviour.

    -Ramin

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  • Sammy

    Thank you Ramin. 

    I hope such a request can be considered in the near future. 

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  • Taylor Painter

    This is a feature request for our organization as well. Are there any updates or apps that would help with session based notes?

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Taylor, 

    Currently, this isn't an addition we are planning to make for Chat in 2018 and there are no chat apps that would solve the problem for you today. Across Zendesk products, we are looking into what notes and activity on customers would look like but still early days and nothing to share publicly right now.

    The best solution would be to put the date/time in the notes field. There are some scripts you can write to create a keyboard shortcut to make it easier: https://www.quora.com/Which-keyboard-shortcut-can-be-used-to-insert-the-current-date-and-time-in-Windows-no-matter-what-program-we-are-in

    -Ramin

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  • Taylor Painter

    Thanks Remin, that is a cool suggestion for inserting date.

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