Private tickets in Zendesk offer several benefits for internal use, allowing you to manage sensitive information and tasks without involving the end user.
You can use private tickets to record calls and meetings, take action on sensitive issues, prepare for interactions, or assign tasks internally. These tickets help maintain accurate records of your support team's efforts and can be associated with a customer for future reference. This approach ensures that sensitive information remains internal until you're ready to share it with the end user.
Creating a public ticket on behalf of an end user in Zendesk is straightforward. You need to add the end user as the requester to ensure they can view and update the ticket. To create a public ticket, hover over the +Add tab in the top toolbar and…
Creating a private ticket for an end user in Zendesk allows you to manage sensitive information internally before sharing it with the end user. To create a private ticket, hover over the +Add tab in the top toolbar and select Ticket. Ensure the…
Yes, a private ticket can be changed to public in Zendesk, allowing the requester and any CC'd end users to access it. To make a ticket public, click Public reply above the comment entry box, enter your comment, and then click Submit. Once a ticket…
You can create a ticket for a user who doesn't have an account in Zendesk by adding them as a new user during the ticket creation process. When creating a ticket, if the requester does not appear in the search results, click +Add user at the bottom…
Changing a public ticket to private in Zendesk is possible under specific conditions, allowing you to manage ticket visibility. If a public ticket has only one comment, you can make it private by changing the Public reply to an Internal comment….