The following will guide you through the proper configuration of your Zendesk to allow Private Ticket Creation by Watchman Monitoring. This configuration will help you avoid notifications to your users until you deem it necessary.
Watchman Monitoring will at no time send an email or notification to your user. In certain circumstances and without these settings changes, users might receive an account creation notification from Zendesk.
Understanding Private Ticket Creation
Previously, Watchman Monitoring created tickets in Zendesk by importing tickets with notifications@monitoringclient.com as the requestor and two tags: wm_ticket and wm_new_ticket. We then updated this ticket and removed the wm_new_ticket in order for you to receive a notification.
With Private Ticket creation, tickets are created using the Reference Email for the Computer Record or Group. If a Reference Email is not set for the Computer or Group, and/or the Reference Email feature is not enabled, tickets will be created with notifications@monitoringclient.com as the requestor. Tickets will be created with the wm_ticket tag, and will be processed by your Zendesk triggers. Tickets will remain hidden to the requester until a public reply is added.
Updating the Zendesk Requester Trigger(s)
Zendesk triggers may need to be updated to include a check for Privacy on a ticket to look for a public comment before sending a notification or performing an action.
In your Zendesk, click on the Admin icon or sprocket.
Select Business Rules > Triggers.
We highly recommend verifying your requester directed Triggers (triggers that might send a notification to the requester or user) for the Privacy setting.
Select a Trigger to edit.
Under Conditions, and Meet ALL of the following conditions, you should have Privacy is Ticket has public comments as one of the required conditions. This will avoid notifications to the requester of privately created tickets.
Newer Zendesk accounts may already have the Privacy is Ticket has public comments as a condition. It is highly recommended adding this condition, if it does not exist.
Enable Zendesk Private Ticket Creation
Learn more about enabling the Zendesk integration here.
Optional Changes to your Zendesk Account
No settings need to be adjusted in your Zendesk account in order for proper Private Ticket Creation. You can optionally disable the Sending of Welcome Emails and/or enable Private Ticket Creation for your agents. The following will walk you through locating and applying the necessary settings.
Disable Sending Welcome Emails (optional)
If a provided referrer does not have an account in your Zendesk, by default, that user will receive a new account creation email from Zendesk, when an agent creates a Private Ticket for the first time. To avoid this, we recommend disabling welcome emails created by an agent or administrator.
In your Zendesk, click on the Admin icon or sprocket.
Select Settings > Customers.
Scroll down to the Account emails section.
Deselect the option to Also send a welcome email when a new user is created by an agent or administrator.
Enable Private Ticket Creation (optional)
The following will enable Private Ticket Creation for your agents in your Zendesk. The following steps are not required for Watchman Monitoring Private Ticket Creation to function.
This option may not be available in newer Zendesk accounts.
In your Zendesk, click on the Admin icon or sprocket.
Select Settings > Tickets.
Under Comments, select the option to Allow first comment on tickets to be private.
Now that this functionality is enabled, Private Comments will be provided when creating a new ticket from the Agent Interface.
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