Sometimes when you're creating a ticket on behalf of a user, based on a phone call or live chat or a watercooler conversation, you don't want to send them a message telling them that you know what they just told you. You just want to write down the problem and assign it to the best agent or team to fix it, and then message the user when you actually have something new to say.
We've now updated DeskPRO with the option to create a ticket and start with an internal agent note, instead of a message to the user.
You'll soon see a new TICKET NOTE tab when you're making a new ticket:
You'll notice that the default when you start with a note is to make the new ticket Awaiting Agent - which is what you'll want in this situation 99% of the time.
Of course, you can switch back to the ticket message tab if you realise you do want to send a message after all.
We're going to be rolling this out to your Cloud helpdesk soon. (DeskPRO On-Premise admins: you can update your helpdesk to version #407 or greater to get this right now).