3 Comentários

  • Dan Cooper
    Ações de comentário Permalink

    Hi Charles, 

    Can you provide more details on the steps you are taking, what you expect to happen, and what is happening? 

    0
  • Charles Burkett
    Ações de comentário Permalink

    We are using the system and it states that it is saving yet it does not post the comment. when you click on Submit.

    0
  • Dan Cooper
    Ações de comentário Permalink

    Hi Charles, 

    Would you mind providing a step by step of what you are doing when this fails?  Are you opening a ticket, entering a note, and then clicking Submit?  Or is there more going on?  

    Also check for any errors that might pop up in the top right corner of your Zendesk screen. 

    Some possibilities: 

    • You may be trying to create an internal note on a new ticket, but private tickets isn't enabled on your account. 
    • You may be trying to add a public reply and internal note at the same time.  You can only submit one of these at a time (Zendesk doesn't save the text if you toggle between the two modes - they are the same field). 
    • Your Zendesk may have additional apps imposing restrictions onto your ticket workflow. 
    • You are expecting an email with your comment, but you aren't getting that email.  Emails are only sent out to people that can see the comment.  Internal notes can only go out to agents.  Zendesk also doesn't typically send an email to the creator of the comment. 

    Hopefully one of these is helpful.  If this is something that usually always works but today it isn't, try closing your browser and restarting your computer.  Sometimes resetting everything will kick things in gear. 

     

     

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