suggested this on June 11, 2009 11:37
I would like the ability (as an admin) to change agent’s
comments from private to public or public to private, after a comment has been posted.
+1 - at least be able to hide the comments submitted by Agents in case they were inadvertantly made public.
Thank you Miguel and Neil - Currently, as you know,there is no way to alter comments, including the ability to switch them from private to public. The idea here is that your help desk needs to have an audit-able record of what went on in every ticket; so that, for instance, a ticket's contents can't be changed to make it look like a customer received stellar service when, in fact, they didn't. Now I realize, of course, that in some cases there are simply honest mistakes, especially with the public/private thing, so I understand the need for this. We will be sure and review the idea with our product team and update this forum with any information.
It looks like this public/private option feature request was never acted on. I would like to add my "me too!" to it. I avoided using Help Desk software apps for several years because most are so inflexible and not beneficial to a one or two person shop not needing the "audit trail" mentality. ZenDesk seems to be much more user friendly than most but this is one case where it would be so helpful to be able to check or uncheck public/private comments (I guess you could put a changed entry in the audit trail if desired).
A secondary nice feature would be the ability to edit those long-winded comments or ones with long sig lines but I can live with that if it would jeapardize the integrity of the program for others.
That's my 2 cents worth! Thanks.
Must have let this post slip past me. We will not be allowing editing of comments from End-Users; while 'cleaning' comments would be nice, it just blows it wide open to risks. When Zendesk came to market, a design decision was made that comments should not be editable, as it messes with the audit and means you can essentially spoof your end-users - editing something out that they previously asked to be done, and subsequently telling them they didn't ask for it.
I'm not saying anyone posting in this thread would do it, but that's how audits within private customer interaction software generally should operate. A Customer should be able to have complete faith in their communications with you. If a customer were to question the integrity of their Ticket, or accuse someone of changing what they said, you have the very strong argument of being able to tell them the software does not allow the editing of any comments made by End-User or Agent.
As for changing the Public/Privateness of a Comment; we're still undecided on this. It still falls into the realm of editing a Ticket. I would love to know the use case of changing the visibility of a Comment?
I don't think of viewability of a ticket as being the same as an edit. With edits, something is being replaced with something else. With public/private switch, I would think that should be the right of an admin to do so since the comments are not being removed, just out of the sight of the "public user".
A case for it? I screwed up and made something public that should not have been. Big stink by client. Every time we add comments to that ticket, the client is reminded of what a dunderhead he thought I was. He doesn't like what I said, I corrected it and smoothed the feathers, but every time I add onto that ticket, we are both reminded. As administrator, I would expect to have the right to remove that from public view.
The only option now is to loose our trail and start a new ticket. Not good for an audit trail nor for being user friendly. At least the Help Desk I tried before on my server I could get in and change/remove notes (comments). Didn't happen often but when it did, it was nice to have that option.
Now, to clarify, since I'm not a big shop, I conduct all my transmissions via email. The clients can't (and wouldn't want to) go into ZD and look at their tickets. My only concern is that when I send an update to a ticket, the client gets a huge loooong list of every public comment that was ever made on that ticket. After a while, I would like to be able to stop showing every thing from the beginning. I had one client who sent his credit card info. Another sent password info. I'd like to be able to stop displaying those items each time I send an update. Normally when a client does that via email to me, I send their reply and replace sensitive info with ***** but there is no way to handle these.
I hope that helps.
+1 -- This became an issue at my company when not everyone was clear on how the public vs private comments worked, and an end-user saw some internal discussion by mistake.
Wow, I'm a solo shop... I can imagine the confusion with multiple people. I have enough trouble training myself not to say the wrong thing to the wrong person. I may need to go back to using email to correspond if this feature jeopardizes the integrity of the program. When I'm ready to send an email, I can look at the bottom of it and see what is ready to go out. I can also look at the header and see who it is going to be sent to. Even something that basic as a confirmation would be helpful. Then as an additional plus would be when that confirmation window appeared, a checkbox beside each comment so I could uncheck any comments I didn't need to send. By time I was ready to send that to my client, I would know exactly what was being sent and to whom. That would be a useful (and necessary) feature!
+1. I see the point from ZenDesk about ensuring that the integrety of the system is not compromised by such a powerful feature. A few alternatives to pose...
1) Public/Private View Switching: Rather than delete the post entirely, what if there was a hide checkbox that could be set by administrators only. That way, it isn't truly deleted or modified. You could even indicate "Comment hidden by administrator" in the End User's view, just so they are aware that something was posted and can always be retrieved by the administrator if need be. Of course, the agent would see the same message, but would have the option to view the comment.
2) Clean up comments after posting: I do like this idea, but it should be limited to administrators only. To avoid the concern of keeping an auditable trail, why not have an indication of "comment modified by administrator" and provide a link to display what was modified that is viewable by the agent and end user.
That sounds good although I'd change the "Comment hidden by administrator" to "Admin comment" which sounds less like keeping secrets.
My concerns are more for email since my clients never see the support desk itself but for those using the support desk itself, that sounds like it should work.
Good point. Regarding the email, when the administrator does use his controls to make changes 1 or 2, the same should apply in email updates sent out from that point forward; of course nothing you can do with those already sent out.
Complete agreement on this. That said, it should be limited to an admin account, and not every agent. We have had a few issues crop up like this, where one of our agents has provided an update to a ticket that was not appropriate (as in, not in line with the company vision). As we move towards having customers submit and update tickets entirely within the website, the ability to correct these kind of mistakes becomes that much more important. Right now, all of our customer updates come through email, and they no visibility to the website. This is done specifically because of the inability to make edits, or at the very least, mark a public update private. It's not an issue of hiding things from our customers, or trying to pretend it didn't happen (useless, since they have an email copy). It's simply to keep our board happy, and ensure them we have some degree of control over stored data.
+1. I think the best way to provide an audit trail is to track edits, not prevent them. The risk of exposing comments to the customer is that internal users may accidentally write something in an impolitic way; supervisors should have a way of correcting this. I agree that switching a public comment to private would be a good compromise.
+1 for me. Certainly should be an admin function. Admins have the ability to completely remove/delete a ticket and there is no audit trail at all once the ticket is gone. Mistakes can easily be made and very sensitive data can be published. In our use of the system we could correct that before the customer even had the opportunity to view the ticket...if we were able to private a public comment or remove/edit it.
@Jim and @Bill got it exactly right - accessibility of a comment is separate from the ability to edit/delete comments. Public/Private is a binary value - it can't be that hard to allow..
We'll be re-thinking this over the coming weeks. We think we might have a solution that still maintains audit & doesn't give the ability to edit a comment but simply allows it to be removed from view if a mistake has been made. I've no further details at this time though.
I just posted a comment on the wrong ticket. Guess this means I can't rectify the mistake?
One of our customers emailed to us saying she wanted her comments with her contact info (phone & email) removed from the thread. Ideally we'd like to change her comments to private. Or have an option where comments can be seen by ticketer and admin without being searchable by the public.
Yet another +1. Here's our use case. We have service announcements on our website composed via a translation to HTML of the XML retrieved from a Zendesk view. So far so good.
However, in the middle of the night, when the network melts, the stressed Ops guy puts in an update which is less than grammatically perfect, and has the odd spelling error. I don't mind this being mailed to customers and so forth (as any timely communication is better than none) but I do object to this information sitting around full of bad spelling and grammar on my website for weeks. Fixing spelling and grammar in the clear light of day on a website does not threaten 'customer authenticity'. They've already got the email if they want to establish the vital customer service point that engineers under stress occasionally spell things wrong. However, not having a way to fix this after the event just makes us look sloppy and illiterate, which only tempts people not to make this stuff public on web sites at all. People are human, and thus make mistakes; hence occasionally we need to edit comments.
So, what happens on this. Any plans for implementation?
I have sma cases where internal dialogue between our consultants and also sales people har posted as Public. And I don't want the customer to read those!
should be "some cases" But as you all know I can't change a comment :-)
Here is my case as to why I support this for Agents as well as admins. If you can't trust your agents to interact professionally with the customers that keep your businees going, you might want to rethink the position.
Our support group gets a request sent to our support box from an internal group to deliver an activation code to the customer. The best practice policy is to never expose this internal request to the customer as it may contain pricing information and timestamps of when the request to deliver activation codes was put in our queue. Timestamps are bad for public viewing because of those customers that ask "Why was it in your area so long when I told you it was urgent?"
The workflow should ideally then be for the agent to change the requestor to the customer, the internal original requestor into a CC and make the internal request private. The agent can then paste the activation code in a public ticket comment and happily send the ticket to a customer
This way we hide the internal correspondence from the customer including the timestamps, the finance rejections, the price that the customer should not have seen etc.
Toggling public or private comments is great. I want to at least see the toggling of the first comment in the ticket if the requestor changes to somebody not in my organization.
I hope you can implement this soon. I am working towards going live soon and the workaround of not storing our activation code deliveries in zendesk for the customer to see by using outlook to deliver these activation codes is too cumbersome in our case. It would be nice for the customer to be able to login an see the activation codes that were delivered to them and for our agents to deliver them.
Or add a Merge and Clone ticket option so that the initial internal request can be made private (current funtionality) when we merge it to the new ticket with all ticket fields carried over and the customer only sees the activation code they purchased.
Agree that the PRIVATE/PUBLIC switch should be editable by Admin. I understand the issue fully altering comments, but it would be nice (at a VERY high level).
Agree, this is very valuable. A situation for me would be when I forget to make the comment public before updating the ticket. If I could change this then have the update emailed out (manually or automatically - what ever works best) - currently I am copying and pasting the text again, looking weird to the end user and the email then comes with the last message twice.
+1. No need to edit comment, just the ability to switch private to public and vice-versa.
I can see that allowing edits to comments would open all kinds of issues (especially Breaking the linear flow of time) but for me personally, About twice a week I forget to mark, a comment public before I click the submit button. I'd love to be able to mark it public and have it emailed to the client. (triggers still function) whats the latest on this request??
Decisions such as these, in this case the ability to edit comments or the ability to make them public/private, should be configurable in the administrative setup of each Zendesk instance. One company may see comment editing as an important feature in order to remove or improve on improper or inaccurate comments while another company may need to lock this feature down for audit purposes.
Any news on this, we still have public tickets on wrong cases and there's nothing we can do to rectify the mistakes.
With all due respect that is pretty flawed logic. If you are concerned about the integrity of the records than when you allow your users to delete such false-records it should email notification to affected users, simple as that. When I review case notes later why would I want to have accidental notes in the way of my review, forever. Please forward my email to a supervisor or manager I am not trying to be rude but this sort of feature is unacceptable especially with a company that prides itself on customization and ease of use.
Nothing personal obviously but this policy needs to go. I noticed a lot of other users calling for this change while I was trying to find the answer to my question.
How is theere logic flawed? If they don't allow the changes, the comments are then unquestionalbe. This is a perfectly VALID policy for them to take. I am not stating it is reasonable or even the best fit for all users, but it is VALID.
Now if you are stating that the REASON they give for not changing the policy it is flawed...that's another argument.
Again, I support the ability for a comment status (PUBLIC / PRIVATE) be changed by an Admin with details recording this change, but I think wholesale editing of the comments themselves diminishes the integrity of the comments themselves. I'm not saying I wouldn't use the feature if it was offered, but I understand Zendesk's stance on this policy and respect it.
I posted a comment in the wrong ticket, it means 2 more post: to arrange the mistake and a post in the correct ticket
It's just about time
It has been almost 1 year since this statement was made...
"We'll be re-thinking this over the coming weeks."
Can we expect movement on this anytime soon?
I can't wait for this feature, putting a comment on the wrong ticket is an honest mistake, but then you have to delete the ticket and start all over again just to rectify the error, which is a lot of admin. Very poor.
This feature would really help me to, I forgot to untick the public checkbox today and its caused all kinds of confusion! Just the ability to hide comments would be a massive improvement to the system.
@ Charles Marsh
Just a suggestion, but you CAN set the default to be Private and worse case senerio is that you have to copy and repost a comment twice if you "forget" to set it Public. Drasticly reduces the chance of a customer seeing something they should not.
I just had a customer send me a personal email by responding to a zendesk ticket and he ended up emailing everyone who was .CCed on the ticket. The subject matter had nothing to do with this ticket.
In situations like this, I should have the ability to HIDE / Delete the comment.
This is being worked on right this minute, we have two engineers and a product manager locked in a room. The screaming has subsided so we're hoping they're now working on it ;)
We'll be implementing the ability to switch a previously public comment to private. Note this will still mean that the email will have gone out to the end-user about the public comment, there is nothing that can be done about that, but you'll be able to hide sensitive information or errors.
More on this later in the week, we'll keep you updated if we run into any major problems that may block this.
This shows what a brilliant team there is behind Zendesk, It greats that you listen to the community.
Well we hit no problems in implementing this, but it still needs to go into QA and tested, a lot!
Hey all, so we've now implemented the ability to turn those pesky mistakes and slip of the tongues into private comments.
You can find out the details here: https://support.zendesk.com/entries/20168313-new-ticket-forums-api-...
@Andrey: Unfortunately I had to redact your comment due to the language used. I welcome absolutely all feedback on these forums no matter how strong the criticism, no matter how non-constructive it may appear. The exception to that is when bad language is used or threats made to other customers or Zendesk staff.
Upon setting a comment private, click "Make this comment private ", I'd like to see two things happen additionally: 1. Allow the agent who sets the comment private to add a note stating why this was set private.(e.g. customer has updated the wrong ticket)
2. Show that a comment set private is different than an intentional non-public comment. (when viewing Comments only).
@Yoder: I like #2 a lot. I'm not 100% sure how easily we can achieve this given the comments and rules system in Zendesk is very complex, so where we can we try not to make too many changes.
#1 is something I can see being useful, but at the same time if you build a process requiring your agents to add private comments after turning a comment private you get something similar. You already know, via the audit trail, who changed the comment.
What a comical thread (full disclosure: I only skimmed). @Jake, your reaction to @Andrey totally proves that it is necessary to be able to edit comments - YOU EDITED THE COMMENT!
Here is my use case: An email from a customer includes a password. I would like my agents (or even just administrators) to be able to remove the password from the ticket/comment. I don't mind if the comment is henceforth flagged as having been edited. Switching the comment to private is not a good answer because the context of the ticket may be lost (the rest of the comment was good, it just had some information that should not have been shared) and the information is still there for all agents when it should have been removed.
Here is your use case (a good one I think): Someone posts something containing bad language or a defamatory comment. The comment needs to be redacted.
Here is a further question: Who does the data belong to? Is it zendesk of the customer? As a customer I would hope it is mine and would like zendesk to give me as much control over it as is practical for them to do so.
I hope this is useful feedback.
@Scott: You're right, I did indeed edit the comment. Although it was in a public discussion, in a forum topic - this discussion pertains to tickets, and the ability to edit the comments there. This is the context I'll continue this thread in.
Most of the use cases I see in this thread are generally about redacting of passwords/credit card numbers. I can certainly relate to this, as of course we see the same behavior from our own customers.
We will implement a way of being able to redact comments, but this is very different from editing. In our solution, we'll allow you to essentially block out word or strings that have appeared in the ticket (Think FBI documents with big black lines!), which means you can actually remove the sensitive information, but you can't edit the words on the ticket - you can't change what happened in the past, but you can certainly cover it up (again, FBI!).
We also, probably 6 months ago, opened up the ability for admins to change previously public comments to private in the ticket comments trail. Simply to go the "All events and notifications" view of comments on a ticket, and a link will appear on all public comments. Of course, this doesn't undo the sending of any emails, but it will remove the comments from the end-users view.
So, "Redacting" naughty words, credit card numbers and passwords is a big thumbs up - "editing" comments in Zendesk is something that probably won't happen.
@Jake: Thanks for your response. The ability to redact selected information would be most welcome. I would want the information to be actually removed/replaced rather than storing and applying the redaction upon read (i.e. it should not be possible even for zendesk to retrieve the unredacted text).
I have this need quite frequently so I look forward to this enhancement becoming available.
I would also like more control over removal of comments (at least from the public eye)
We use RingCentral as our primary phone system, and it emails noticed to us when voice mails are left on our system, effectively creating new tickets for them. I would love to change the requester to the actual sender of the voicemail (from RingCentral's notify email), but I can't because the original ticket's comment includes internal-only information (such as RingCentral account info and the original attached voicemail).
If I could hide (or make private) that original comment, that would solve the problem, but that still is not allowed. I also would love to ability to give agents the permission to make comments private as well. I can see where is some support groups, that may be a bad idea, but I think it should be the option of the admins to grant that permission.
@Nathan: you can actually remove a comment from the public eye today (but not remove it entirely) by going into all events and notifications of a ticket, finding the public comment and clicking "Make comment private".
I see that option for following comments, but not for the initial comment (or the original body of an email). I need to be able to make the initial comment private.
And as I understand it, only Admins can mark comments private. I would like Agents to be able to do this as well.
Half-half solution to protect Zendesk business. Disappointing.
nevermind - found the button. that being said, it should be in a more obvious place
Is this possible in the new Zendesk interface? I cannot find the button.
I don't see where I can do this if an update is sent in via Email. Does that option exist somewhere?
Where is this function in the new Zen interface?
The function is right above the comment box - click on "Internal note" to make it a private comment, or "Public reply" to make it public.
Uhm... that's only prior to submitting the comment. The original post is about changing after the comment had been posted/submitted.
Agree with Steven,
Feature was not fully implemented...
I think it is available in the old Zendesk inteface, but not the new one (or at least I can't find it in the new one....I think that's the question this thread is really asking).
Oops, sorry guys - I misread the thread entirely. I'll let one of the other PM's respond. My apologies!
This doesn't work in Lotus
This issue, and the related issue (below) have not been seriously addressed in over 4 years. IS ZenDesk still developing features aside from appearance changes?
This is a pretty big concern and is now the #1 reason why one of my associates is advocating that we should stop using it... which is annoying for my because I invested a bit to get my department and several others using ZenDesk. Can we safely say this is being ignored?
If someone, for example, pastes clinical data in ZenDesk, there is no way, now, to remove it. Even though maintaining this data online would be against the law.
The ability to make public comments 'private' is functional in ZD Classic, this feature is missing in the new ZD, which is a known issue and from what I understand is going to be sorted.
Deleting comments in tickets is not an intended functionality as this would compromise the audit trail, as discussed in the thread you refer to.
I am interested in your case regarding clinical data etc. I think in this case right now, you have two options;
Could combining this request, with my request work? https://support.zendesk.com/entries/23338823-New-Role-Super-Admin-
This way, items can be "deleted" from a certain level of access, but still available to a 'super-admin'. There are plenty of times when detail is entered into a ticket which is either irrelevant to the requester, or even to the ticket itself. Having the ability to "delete" (read: hide) the data from a requester / agent / admin 's view, and restrict it to only being able to be seen by a 'super admin' might work nicely. The 'super admin' could possibly toggle their own view of that data (or a marker can be set to indicate that there is "deleted" data within, and then even toggle wether or not the data can be seen, and by who.
This type of feature/functionality has been around for many many years in messageboard/forum software. They call it a 'soft delete'. Only admins/mods of that forum can see that there is "deleted" data and can optionally view or restore it.
As long as there is some sort of high-level logging happening, then for the sake of a forensic investigation, it can be determined i when/if a comment was 'soft' deleted or not.
Asit stands now we would just open a support ticket and let ZenDesk handle it as needed. I don't use the Classic version, nor do I have access to it to my knowledge... so that might be why I don't see that feature.
I have wondered about a super-admin function. I guess this is already kind of built in with the 'owner' role.
I have commented on the Super-admin feature, I really think any superadmin role needs to be just that; an Admin+ role.
Possibly the owner role is sufficient; can you have more than one owner?
That sounds like the best idea. I am quite sure that making comments private functionality in new ZD is on the way, but not sure on the timeframe.
I realise this is a very old thread but as it's still an issue for us all so I thought I would share, with those who don't know it, that you actually can do the public-to-private switch in Lotus.
You have to temporarily switch back to the Classic interface. To do this go to:
Hit the Switch button, then locate your ticket. Then the above instructions apply i.e find it in events & notifications and click the link. Then you switch back to your Lotus interface by re-visiting https://mycompany.zendesk.com/switch.
I know it is far from ideal but it has saved our bacon on a number of emergency occasions so I hope it can help others as well.
If this is a common issue I have also found it useful to add a sidebar icon app that links to my classic Zendesk install... then I have the best of both, including Knowledge base etc.
Actually, now that this is not working in the new Zendesk... maybe the status of this request should go back to planned :-P
I know it is on the to-do list.
Just food for thought, but the challenge here is that Zendesk is enforcing constraints based on a very specific use case of maintaining the audit trail. By enforcing this use case Zendesk is dictating process and policy to all Zendesk customers. I think this is flawed. The customer should be able to decide whether they want to enable an audit trail or not. At a minimum, make it configurable option for the specific Zendesk account. This notion that we don't want to break your audit trail, thus we're not going to give you the option to do such is not logically. There are a lot of features in Zendesk that I could in theory argue are not appropriate for Customer Support operations, but by not making it a configurable option and instead letting the customer decide how flexible they wish to make their Zendesk implementation is extremely frustrating when asking for features. And this feature is being asked for by many folks.
I would like to post all comments private and after a review process, selectively make comments public. This appears currently impossible? This was/is part of our internal process requirement, from the beginning, as set by company management. No changeable....
Hello Don, Can you explain a little more what you are thinking... Is this for Forums or tickets? In tickets it would be quite an unusual workflow... for forums, I place them in a private forum then move to public when ready for release.
We sync our Jira and Sales Force Case Ticket/Comments via an in-house rest driven tool. We then enable comments as public after a second management review (for display on the (Zendesk) customer portal. Since it is not an option to set a private comment to public, we have to sync new comments as private, and then, copy the comment and post it as public, which produces duplicate comments. Since the Engineering Jira system is controlled by Engineering, and Zendesk is controlled by Support/Sales Engineering, we need to make sure the correct commits are posted (via Zendesk interface).
We've recently returned this functionality to the new Zendesk! You can see it by clicking the "events" link. Right now, only Admins can use this feature, but we'll be returning the ability for Agents to mark their own comments private in the very near future.
great - why is it not possible to use this feature for the first comment in a ticket? the comment that is required to create the ticket. that one seems like it has to be always public, and we would like the ability to create a ticket with a private comment instead (since it will not be sent to the customer when we finally are ready to send a communication to the user)....
That is a good point stefan, I could see a use case for this.
I think the easiest way would be to make you first comment something simple like;
"-- Opened by Support Agent --"
Our helpdesk doesnt seem to send out an email when an agent opens a ticket, so this isn't a major problem. Then make are your private comments etc...
When you make your public comments, the client will see this inocuous comment.
Hope this helps.
I seen this option previously, but recently it's gone. Is this a problem with my account or was the feature removed?
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