New Feature, no release info?
Hi,
I'm seeing a new filter option inside tickets. This wasn't announced anywhere that I can find, and according to release notes, no changes were made to support in months. Yet I see a change. Can you let us know about this feature? Are there settings for it? Can I turn it off for agents? It's not ideal to just have new buttons appear in the agent space without any heads up or information on what they do or how to configure them. 
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While I'm not sure if Zendesk provides the ability to turn this feature off (I don't think they do but haven't looked into it myself), I do know that our team has had it since we moved over to Agent Workspaces last spring. I just double checked the deck I had put together for our team to decide if we wanted to make the switch and that's one of the features I highlighted.
Any chance you just recently switched over to Agent Workspaces? I assume not but wanted to double check in case that helps you get a quick answer. :)
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Interesting! We've been on agent workspace for over a year at least, and I can confirm via looking at older screenshots that it wasn't there earlier today even. Literally, the filter showed up mid-workday.
Edit: Weirdly this is visible in screenshots on the article on agent workspace:
It does look like this has been around for quite some time, which makes the lack of any documentation more puzzling. I'm guessing we either had yet another bug that was preventing us from having this, or their was a phased roll-out and Zendesk forgot to announce it. -
Actually, you know what... I just remembered a nuance with this feature that tripped me up in the past. For context, we leave a lot of internal notes & have found this feature to be helpful for the longer-standing bugs.
At one point though, I thought the feature had been removed when I was quickly checking my instance but then Zendesk's team helped clarify that this filter is only available if the ticket you're looking at has both comment types. Since we use internal notes heavily, we were seeing this filter on most but not all of our tickets, which tripped me up.
Taking a look at one of our brand new tickets that only has a public comment though, this doesn't appear to be the case anymore, so I bet that could be why you're seeing it now all of a sudden (assuming, of course, most of your tickets don't have internal comments). Does that seem possible or do you often have internal comments on tickets?
If so, wondering if it's a bug or an intentional change. The original logic makes too much sense to me to change so kind of feel like it could be a bug.
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