In many cases, agents who are working on a certain ticket need to discuss about the actual issue with other colleagues. EriZone 3.6 that will be shortly released allows adding private notes to a ticket. Since, such notes are for internal use only and of no interest for the customer, they are visible just to the agents logged to the system.
In EriZone each ticket is assigned to an agent that formally is called his owner. Although, the ticket is managed by the owner, as described above it could be necessary that more than one agent is internally involved in its resolution. To guarantee an appropriate exchange of information among the involved agents, ticket articles of the type “internal notes” can be added to the ticket and the involved agents can be notified via email.
These notifications are intended for internal use only and are not visible to the customer through the customer self-service web portal.
Involved agents on their hands can reply to that notification.
By default EriZone sets all incoming agent notification replies as “email external”. This means that the agents’ reply will be visible as follow-up not only to the enabled agents through the agent web portal, but also to the customer through the customer self-service web portal. Obviously, this behavior sometimes could be undesired. That’s why in the last version of EriZone (3.6.0) a new postmaster filter has been added that makes it possible to change the article type of the agents’ replies. Setting it to “email internal” the created follow-up will remain hidden to the customer.
The described features can be enabled in SysConfig, configuring the new postmaster filter.