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Sending internal notes to non agents

  • January 2, 2019
  • 4 replies
  • 0 views
E

Hi,

 

I am trying to create a process in which I am using targets to send internal ticket comments to people who are not agents.

This is required for us to let account managers which do not need to use Zendesk  (also not as light agents) and we just need to send them an internal comment.

I tried to do it with a trigger which will look for a specific tag in the ticket and if the tag exists, it will send a notification using a "Target".

 

Unfortunately, there is no placeholder for internal comment and I cannot send the comment, THe only thing arriving is an empty email.

From Zendesk support, I got a confirmation that this is not supported to avoid sending internal comments to non-agents and admins.

Has anyone found a workaround for this scenario?

Thanks

Yoram 

  

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    4 replies

    Dan28
    • Dan28
    • January 2, 2019

    Hi Yoram,

    Zendesk has done a pretty good job at keeping internal comments private.  We've had some challenges doing a similar process.  We haven't really solved for it as of yet, but we've been talking with Zendesk about the new Side Conversations feature which may help you resolve this.  The disadvantage, is that you have to pay for the Collaboration add-on to use it, but if you already have light agents, or it's an important part of your process, it may be worth looking at. 

    I'm sure someone has figured out the private comment through a target process, but every time we've gone down that path, it just gets messier and more unreliable, especially if you have more than just a couple of people to send to. 

    E
    • e-Services
    • Author
    • January 2, 2019

    HI Daniel,

     

    Thanks for the comment.

    You are right, the side conversation could solve it and also light agents. I don't mind paying for solutions, it is the payment models which makes it too expensive just to update 2-5 people.

    Zendesk and most of the apps are using a pay per agent model.

    So I need about 5 light agents and I have about 60+ agents and growing. With this model, I need to pay for 55 light agents which are not used

    This is why People are looking for workarounds to resolve issues instead of buying an in-house solution.

     

    Thanks

    Yoram 

    Dan28
    • Dan28
    • January 2, 2019

    That's excellent commentary.  It's always worth dropping details for use cases like this into the Product Feedback community topic. 

    Another solution could be to have your agents create a second ticket with the details that need to be shared to those 2-5 people.  We've used the Linked Ticket app to split conversations apart.  On the second ticket we update the requester/CCs to the secondary contacts.  This would allow you to have a link to the second ticket displayed on the first ticket, and then you can also have a record of the "forward" as well.

    E
    • e-Services
    • Author
    • January 7, 2019

    HI Daniel.

     

    Thanks for the answer.

    I looked at the app and although it looks like a simple workaround, it is a lot over overhead.

    We have a lot of internal tickets we open on behalf of the customer as internal tickets which the customer is not aware of. These tickets are issues we find in our SaaS environment and fixed by support without the customer knowing and impacted.

    We create these tickets assigned to an internal user assigned to the specific organization to be able later on count the number of issues the customer environment has suffered from.

    We would like to keep it internal so the customer is not aware of the issues and we would like to let his salesperson get in some cases the comment (which he can't as they are internal and he is not an agent).

    To create on every ticket, another ticket is an overhead for me and I was looking for a more straightforward solution.

    Hope you can think of something else or an app which will do it.

    Thanks

    Yoram 

     

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