There may be times when you need to open a ticket on someone else's behalf. For example, you may be providing support to someone using a telephone (and not Zendesk Talk, which creates a ticket for you when you take the call) and you want to capture the support request in a ticket. You can create a new ticket and then set the person you're providing support to as the ticket requester.
Also known asproactive tickets,票代表最终用户可以创建public (the end user for whom it was created can view the ticket), or private (the end user cannot view the ticket, until the ticket is manually made public).
This article contains the following topics:
Creating a public ticket for an end user
When an agent creates a public ticket for an end user, they will need to add the end user as the requester. If the Requester field is not completed, the agent will be set as the requester. When the end user is added to the ticket as the requester, they can view and update the ticket as described inUpdating and solving tickets.
When you create a public ticket for an end user, it triggers the following events:
- The end user receives a notification that a ticket was created on their behalf, if you have atriggerenabled for this action.
- The ticket appears in the end user's My Activities list.
- The ticket appears in the end user's help center searches.
In most cases, a public ticket cannot be made private. However, in some cases it's possible. SeeChanging a ticket from public to privatefor information.
To create a ticket on an end user's behalf
- Hover over the+Addtab in the top toolbar, then selectTicket.
- If private ticket creation is enabled, clickPublic Replyso the end user can access the ticket immediately. If private ticket creation is not enabled, the ticket is accessible by default and no action is necessary.
- If the requester is an existing user, begin entering the user's name, email domain, or organization name in theRequesterfield and the relevant results appear. Select a user.Note:Alternatively, you can open the user's profile, then clickUser optionsin the bottom toolbar and selectNew ticket. The user's name automatically appears in theRequesterfield.
If the requester does not yet have an account, add them by clicking+Add userat the bottom of the search results.
- Enter the ticket data, then clickSubmit as New.
The requester receives the new ticket email notification, if you have atriggerenabled for this action.
Creating a private ticket for an end user
Agents can open a ticket that is not visible to the end-user for whom they are creating it, and can choose when (or if) to allow the end-user to access the ticket.
If private tickets are not enabled in your account, you might need to have an administrator enable this feature (seeEnabling private ticket creation).
When a private ticket is created for an end-user, the end-user is included as the ticket requester; however, some notifications and other ticket-related events are not triggered. For instance:
- The end-user is not notified that a ticket has been created on their behalf.
- Private tickets do not show up in the end-user's My Activities list, or in Help Center searches.
These events are triggered when the ticket ismade public.
Once your admin enables private ticket creation, you can create a new ticket on behalf of an end-user.
To create a private ticket on an end-user's behalf
- Hover over the+Addtab in the top toolbar, then selectTicket.
The Internal note option should be selected by default.
- If the requester is an existing user, begin entering the user's name, email domain, or organization name in theRequesterfield and the relevant results appear. Select a user.Note:Alternatively, you can open the user's profile and clickNew ticket. The user's name automatically appears in theRequesterfield.
If the requester does not yet have an account, add them by clicking+Add userat the bottom of the search results.
- Enter the ticket data, then clickSubmit as New.
All comments default to Internal note (private) from then on, including comments added via email, voice recordings, and the like, until youmake the ticket public.
Using private tickets internally
There are a number of internal uses for private tickets. You can:
- Make records of calls and meetings with your customers. These can be stored as tickets, meaning you get a more accurate picture of your Support team's effort, without bothering your customer.
- Take action on issues that you can't share. Sometimes tasks need to be carried out on behalf of a customer account -- investigations or corrective actions -- that might be sensitive. With a private ticket, it can remain internal.
- Prepare for an interaction before communications open up. Because private tickets can be shared just by adding a public comment, you can use the ticket to gather materials, prepare, or take notes, then make the ticket public when you're ready to address it with the end user.
- Send someone else a task. Throw together a private ticket, record some steps or actions that need to be taken, and assign it to someone else, or set it in a queue for the next available person.
你可以把一个私人的机票和一个客户, meaning the record is there for future reference, and you get the value of reporting, whether that's accurate accounting of what your team is doing, or the amount of work you're doing on behalf of a particular customer or organization, without involving the end-user until you're ready..
Changing a ticket from private to public
Private tickets can be made accessible to the requester and any newly added CC'd end users. Once a ticket is made public, it cannot be made private again. However, internal notes remain hidden from end users, as usual.
To change a ticket from private to public
- Above the comment entry box, clickPublic reply.
- Enter your comment, then clickSubmit.
Changing a ticket from public to private
If a public ticket has only one comment, you can make the ticket private by changing thePublic reply to an Internal comment. This worksonlyon tickets where there is a single public comment.
Note that when you change a Public reply to an Internal comment, you cannot make it public again.
35 Comments
TheFirst Reply Time metricworks as below:
If your agents are creating proactive tickets with a private comment, it is expected for the First Reply Time metric to still run on the ticket after the first public response from the end user.
As a workaround, you can build a separate SLA Policy with no First Reply Time metric for proactive tickets created with a private comment. Create a trigger that will add a tag to the ticket and use the ticket tag as your SLA condition.
This is the sample trigger conditions and action:
And this is for your SLA:
Do not forget to rearrange your SLA policies and if possible, put this on top of your list so other SLA policies will not run on the proactive private comment tickets.
Hope this helps!
Hello, Brett,
Still haven't solved problem with first e-mail delivery to end user, so attaching the screenshot of my "Notify requester of received request" trigger. My Zendesk interface is in russian language, so I will translate it for you below:
ALL of the following conditions are met: Ticket = Created, Status = New, Comment = Open
ANY of the following conditions are met: Current user = (agent), Current user = (end user)
Hi Sabina,
Zendesk comes with a default trigger called "Notify requester of new proactive ticket". This is the trigger responsible for sending the message to the end user if you are the one who initially reach out to them. If you do not have this trigger, you can create a new one with the same conditions and actions as below:
Hope this helps.
I need to set up a trigger based on whether the ticket was a proactive ticket, created on behalf of the requester. I expect that it will likely be using the 'channel' condition, but I'm not sure which option applies here. What channel would I refer to in my trigger?
Alternatively, if channel isn't the right way to condition the trigger, what's a condition unique to this feature that I can use?
Hello mfg,
There's no "channel" condition specifically for proactive tickets, but you should be able to use this combination of conditions instead, as tickets created by agents are proactive tickets:
Pleasesign into leave a comment.