Internal Note vs Linked Ticket

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. Are you looking for ways to further optimize your Zendesk account? We are a Premier Solution Provider of Zendesk and we help organizations like yours with the implementation of Zendesk and we build (custom) Zendesk Apps and integrations. Get in touch with us. 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/.

The Zendesk Support Linked Ticket app enables you to create a child ticket from an existing parent ticket and link the two tickets together. This is particularly useful when you need to have two separate conversations around the same issue. For example, a customer reaches out to you about an issue and you need to loop in a third party to resolve the issue. With the Linked Ticket app, you can create a child ticket from the ticket your customer submitted to start a conversation with the third party. This way the third party will not have access to your customer's information but both tickets are linked in the agent's view. By enabling this app, you agree to the Built by Zendesk Terms of Use.