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 select Ticket. If the requester is an existing user, start typing their name, email domain, phone number, or organization name in the Requester field and select the user from the results. If the requester doesn't have an account, you can add them by clicking +Add user. Enter the ticket data and click Submit as New. The end user will receive a notification if you have a trigger enabled for this action. For more details, check theoriginal link.
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…
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,…
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….