InternalSmartNotes enables support agents to create internal notes simultaneously while composing public comments, streamlining ticket documentation within Zendesk. The app includes features for case handovers with structured forms, customizable failover checklists, and investigation status reports to ensure comprehensive case documentation and team collaboration. Support teams benefit from improved efficiency and reduced context-switching by managing internal communications and case transitions without leaving the ticket interface.
Vendor Description
InternalSmartNotes by Assist CX is a Zendesk-enhanced application designed to improve support team efficiency:
- Internal Notes Integration: Allows support agents to add and manage internal notes directly within the Zendesk ticket interface.
- Handover Management: Facilitates seamless case handovers with structured forms capturing problem descriptions, investigation summaries, and severity levels.
- Failover Readiness: Provides customizable checklists for different failover types, ensuring all necessary readiness tasks are completed and documented.
- Investigation Status Reports (ISR): Enables the creation of detailed ISR forms, capturing comprehensive information such as system status, actions taken, and next steps.
- Enhanced Collaboration and Productivity: Streamlines team collaboration through secure information sharing and automated note submissions, ensuring a smooth and efficient support workflow.
Installation
Install the App
- Navigate to the Zendesk Marketplace.
- Search for InternalSmartNotes by Assist CX.
- Click the Install button.
Configure Settings
- After installation, go to the Admin panel in Zendesk.
- Select InternalSmartNotes from the list of installed apps.
- Customize the note-taking preferences.
Start Using InternalSmartNotes
- Open any ticket in Zendesk.
- Click on the InternalSmartNotes icon within the ticket interface.
- Add, edit, or view internal notes seamlessly while managing public comments.
For any questions please feel free to contact me on the email address provided. App is supported only as out of the box. For any customization I am more than glad to discuss by email.
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