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Preventing an internal note from being sent in Zendesk Tickets

***IMPORTANT***

Automatically send after Translation Auto_send_after_translation_-_ticket.png

MUST be manually Toggled OFF Toggle_off.png

before clicking Submit_as_New.png 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

Internal_note_in_ZD_text_box.png

&

Automatically send after Translation is Toggled ON

Auto_send_after_translation_-_ticket.png

How It Works
  • Whatever text is typed into the Native ZD text box when Auto_send_after_translation_-_ticket.pngis toggled ON is sent to the customer.
  • It does not matter if Public_Reply.png or PRIVATE Internal_Note.png are selected in the dropdown. Dropdown.png

Internal_Note.png Sample

Text is entered when Internal_Note.png is selected and Auto_send_after_translation_-_ticket.pngis toggled ON.

internal_notes_reminder_auto_send.png

The PRIVATE Internal note is automatically sent to the customer even though it's labeled as an Internal_Note.png because the Auto_send_after_translation_-_ticket.pngis toggled ON.

 

internal_notes_reminder_after_auto_sent.png

Public_Reply.png Sample

Text is entered when Public_Reply.png is selected and Auto_send_after_translation_-_ticket.pngis toggled ON.

public_reply_auto_trans_on.png

The Public reply is automatically sent to the customer because the Auto_send_after_translation_-_ticket.pngis toggled ON.

public_reply_auto_trans_on_sent.png

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