Zendesk offers the option to send a transcript of a customer’s ticket to the ticket Requester. This means that for some tickets, whatever gets entered into the Public field of a ticket, will be sent to the customer at some point; either when the ticket is updated, or when it is finally Solved. This tutorial reviews:
- the conditions in which notification is sent to end users
- what notification looks like to the end user and how they can interact with Agents via email
- what notification looks like to the Agent
- why it is important
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