What's it for

Actioner introduces a powerful feature: Private tickets, designed to bolster a confidential conversation between the support agents and the requesters.

Private ticket option empowers support agents to deliver personalized assistance to requesters and provide tailored solutions, address specific concerns, and guide them through complex processes with greater ease. This personalized communication not only enhances the overall support experience but also fosters a sense of trust and confidence between the support team and the end-users.

How it works

Private ticket option comes into play when a ticket is created from a message sent to a request channel and enables a seamless transition of the conversation to a direct message (DM) in situations where sensitive or private information needs to be exchanged between an agent and the requester.

An agent can make a ticket private by clicking 🔏 Private ticket button on their triage channel. When a ticket is marked as private, it no longer resides within the public request channel, significantly reducing the risk of unauthorized access. This option ensures that only the authorized parties, namely the assigned agent and the requester, have access to the conversation of that ticket.

Once a ticket is flagged as private, Actioner promptly initiates a seamless transfer, creating a dedicated direct message thread sent to the requester. This seamless transition preserves the continuity of the conversation, allowing both parties to maintain context while ensuring the privacy of sensitive discussions.

How to get started

1. Install Zendesk for Slack to your Slack workspace and connect to your Zendesk account.
2. Run setup workflows to create webhook for Zendesk and create your dedicated Slack channels.
3. After that, when there's a new Zendesk ticket notification on your triage channel, you can quickly make it private through clicking  🔏 Private ticket button.