Forums / Feature requests / Events Filter - Public Co...
Events Filter - Public Comments Only
Submitted Jul 31 by Graham Robson
Currently there are two modes that the Events log can display the comment history - Comments Only or All.
In the spirit of new ways that Zendesk can be used, some of our agents work on site with customers. They have found it useful to use Zendesk during interactive sessions to review Tickets with the customers. In such a mode, it would be better not to expose Private comments.
It is envisaged that the control for this could be readily implemented as an extension of the All | Comments Only options on the Events section. The wording may need to be reassessed.
Comments
I would say this already exists by logging in (or assuming) as that user. Either the requester or the organization manager (if they are trying to see all tickets).
Yes - this is the workaround we are using, but our onsite Agent wants to activilly update e.g. change priority, add comments ect with the customer on his/her sholder.
Admittedly this use case extension is not that common, but it has impact in terms of the relationship between Agents and Users. We figured that it might be easierly implemented.
This is a highly isolated use scenario, which we normally wouldn't consider implementing additional UI configurations for. But of course, correct me if I'm wrong.