Do NOT Truncate Comments Without Warning

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21 Kommentare

  • Offizieller Kommentar
    Amisha Sharma
    Zendesk Product Manager

    Hello All,

    We heard you!

    We have released the Email Truncation Alert feature (only on Agent Workspace). This feature will consist of two changes:

    1. Counter will show at the bottom right of the composer when you 5Kb away from hitting the limit. The counter will keep changing as you enter more content and will go in negative at some point.

    2. An error message will pop up if you try to submit a ticket that is over the 64Kb limit. You will need to edit your content and then try submitting again. 

    We are hopeful that this initial version will help. We will continue to collect feedback and improve this even further. Thanks!

  • Christopher Stock
    Community Moderator

    Another vote here for truncation warning - we've been caught out by this limit recently.

    4
  • Bruno Cruz

    Would we awesome if we could just get the warning right now, improving on this in the future. We were actually unaware of this char limit, an agent lost part of its internal comment due to that.

    4
  • Michael Goldman

    Sure. My agent recently copy/pastes a SQL output with lots of whitespace and formatting. It got butchered upon copy/paste since it was too many characters. She tried it again 2 more times and kept getting the same result thus the customer got the same comment 3 times. I had to go in and make 2 of them "internal" to fix the customer view which leads to a bad customer experience and a poor agent experience.

     

    The only reason we found this out was due to her telling me that the system was broken and I did some research.

    3
  • Chayce O'Neal

    We've hit the limit. Upvoting this! :)

    3
  • Monica

    Would love #1 at least and #2 would be a nice addition.

    3
  • Chris Swinney

    Annoyingly, we have just seen the same thing happen. We can have incredibly long and complex tickets. I personally make things worse by operating almost exclusively via HTML email, which is a requirement for me personally as the application interacts with my screen reader in a much more compatible fashion. Several new comments in the thread were simply blank or only contain a partial line, making responses between the customer and ourselves almost impossible. 

    If you are going to truncate, it would seem sensible to truncate the historical messages not the new ones. 

    3
  • Montel G.

    Hi team,

     

    Any updates on this? It appears that this request has been out there for a while and I just ran into a loss of an hour's worth of research in an internal note as a result of unexpected truncation and I am beyond frustrated.

    3
  • Michael Goldman

    I vote for solution #1.

    2
  • Nicole Saunders
    Zendesk Community Manager

    Michael, can you tell us more about your use case? 

    2
  • Amjad Talib

    I have a use case where tickets are created via email with tables and if the tables exceed a certain number of rows, the comment is truncated in the body, plain_text, and html_body fields.. 

    I posted here about it as well in a similar request:

    https://support.zendesk.com/hc/en-us/community/posts/115000714147-Retrieve-Original-Email-Content-Using-Core-API

    I know we can retrieve the html, but it isn't very useful if the message is truncated without any ability to retrieve the remainder.

    2
  • Robert Welch

    We just ran into an issue where we had an automated alert get truncated that had customer data on it. As a result, we missed notifying some of our customers and were put in a very uncomfortable position.  Any type of visual indicator that a message is truncated is critical to us. 

    2
  • Natalie Cherwin

    We have a special ticket type that is triggered to notify email targets.  The recipients of the email targets cannot view the HTML link to view the full message.  This is a problem we are missing parts of orders.  The people receiving emails through target extension emails need a way to view the full message, and they end up looking silly because they have to reply to the end user for the full email, or submit a request to help desk crew for the full email.

    My solution would be to display the HTML link in the ticket itself so this can be forwarded to cc's or email targets.

    Thanks for considering.

    2
  • Roman Sheydvasser

    This appears to have happened to us with a zendesk chat transcript that was too long. Either a warning or a link to a full transcript would be great.

    2
  • RealConnections Support

    Feedback for the product team

    • Like to see this feature to be expanded and have this limit either to be removed (and accept performance slowdown).
    • Or have the option to adjust this limit manually organization wide, by showing the email instead of the comment.
    2
  • Kyle Pinkley

    This has been reported on a couple of occasions by our agents. In some cases the limit is not high enough depending on how much output from logs is sent. The customer needs to receive all of the response the agent is sending. Having a warning show when the limit is reached and when the customer submits a response would at least help.

    2
  • Monica

    Adding another vote for number one and a warning pop-up if a person exceeds the limit.

    1
  • Brook

    My team uses internal notes for recording important information regarding customer billing issues and NCMEC/LE reporting. These notes are often lengthy and when they are cut off without warning, we end up with incomplete information that is vital to both completing appropriate refunding/product distribution for customers, and providing adequate information when reporting important things like CSAM and real life threats to appropriate agencies. 

    1
  • David Rose

    @... just been caught out with this giving the customer some quite complex SQL to fix a database problem. Thankfully the truncation resulted in a syntax error so the code wouldn't run and we were able to identify the problem, but it's quite possible that the truncated code could have been legal, but wrong - this could be very dangerous.
    e.g if the truncation had occurred after the first of these two lines of SQL, the code would run but the result would be very different than that intended, deleting all records rather than just the one.
    DELETE FROM table
    WHERE record = 1

    BTW, Slack manage it very well, offering the user the option to create a snippet (attached text file) on the fly.

    1
  • Amisha Sharma
    Zendesk Product Manager

    Hey everyone, Thank you all so much for taking the time to share your feedback with us in regards to comments being truncated without warning. Our team would like to investigate this feature request in the future and find the best way to address this limitation. Currently, we are focusing on composer stability so we won't be able to prioritize this to our roadmap for at least the next 6 months. In the meantime, please keep sharing your use-cases with us as this will help us to prioritize this functionality in our future roadmap planning.

    0
  • Amisha Sharma
    Zendesk Product Manager

    Hey everyone, Thank you all so much for taking the time to share your feedback with us in regards to comments being truncated without warning. Our team would like to investigate this feature request in the future and find the best way to address this limitation. Currently, we are focusing on composer stability so we won't be able to prioritize this to our roadmap for at least the next 6 months. In the meantime, please keep sharing your use-cases with us as this will help us to prioritize this functionality in our future roadmap planning.

    0

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