Internal Note
Simultaneous create an internal and public note, even within a Macro
About this app
Allow agents to write an internal note and a public comment with one submit. An internal note can be added with submitting the app (so without submitting the ticket itself). These functions can also be incorporated in a Macro. For Enterprise customers we also allow them to post the note as a Sunshine Event
Key Features
Submit an internal note within the app, so without submitting the whole ticket
Submit an internal note and a public comment simultaneous when submitting a ticket
Incorporate an internal note and public comment into a Macro
Post an internal note as a Sunshine Event (also available in Macros)
Use Cases
Workflow automation (with Macros)
Quick note updates
Workflow optimization
Custom Sunshine Events to be included in your process
The first week is on us! After installing, your free 7-day trial will start so you can try out this application without any worries.
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Data Privacy and Security
This app accesses, uses, and stores the following data:
Data Accessed:- Ticket content and metadata (ticket ID, status, and current comments)- Agent information (name and ID of the current user)- Macro content (when integrated with Zendesk Macros)
Data Used:- Internal notes and public comments entered by agents are processed to create ticket updates- Ticket data is used to determine the appropriate context for note creation- For Enterprise customers, internal note content may be formatted as Sunshine Events
Data Stored:- No data is stored outside of your Zendesk instance- All internal notes, public comments, and Sunshine Events are stored directly in your Zendesk account according to Zendesk's data retention policies- The app does not transmit or store any data on external servers
Purpose:- To enable simultaneous creation of internal notes and public comments- To integrate internal note functionality within Zendesk Macros- To post internal notes as Sunshine Events for workflow automation- To improve agent efficiency and workflow optimization
For more information about data handling and privacy, please contact us at https://www.pluscloud.nl/zendesk/.
應用程式詳情
如何安裝
Configuration of this Zendesk App is a simple process.
Install the Zendesk App from the Zendesk App Marketplace. A 7-day free trial is included to try out this Zendesk App.
How to create a Macro with both internal note and public comment, or Sunshine Event
There are three ways/flavors on how to implement Internal Notes in Macros:
- Include a regular internal note beside a public comment use:
{internal-note}Text{/internal-note} - To include a Sunshine Event use:
{internal-note event="true"}Text{/internal-note}, will append the ‘Text’ to the current note in the app text field. Also, it will turn on the Sunshine Event switch. - With the following using the internal note is being cleared and replaced, use it as followed:
{internal-note replace="true"}New note{/internal-note}will replace the current internal note.
Are you having trouble with getting the most out of this app or your workflows?
As a Zendesk Master Partner, we can help you get the most out of your Zendesk Workflows. Check our helpcenter with articles regarding this app or get in touch with us if you need help.
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