Instructions to Prevent Sending an Internal Note in Zendesk (ZD) Tickets

***IMPORTANT***

Automatically send after Translation

MUST be manually Toggled OFF

before clicking to save an Internal note translation.

This prevents PRIVATE information from being sent to the Customer.

Considerations when using Internal Note in the

Native ZD Text Box

&

Automatically send after Translation is Toggled ON

How It Works

• Whatever text is typed into the Native ZD text box when is toggled ON is sent to the customer.
• It does not matter if or PRIVATE are selected in the dropdown.

Sample

Text is entered when is selected and is toggled ON.

The PRIVATE Internal note is automatically sent to the customer even though it's labeled as an because the is toggled ON.

 Sample

Text is entered when is selected and is toggled ON.

The Public reply is automatically sent to the customer because the is toggled ON.