Can I edit a ticket comment once it's added to a ticket? Follow

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16 comments

  • Avatar
    GK

    Why is it not possible to edit a post? Everyone makes mistakes, even if you are careful not to make them....
    And there is a edit button nearly everywhere on the net.
    In nearly every "posting system" you can edit your post, sometimes only for a short period of time like "within 60min after posting". So please add a possibility to edit to the ticket posts.

  • Avatar
    Nicole - Community Manager

    Hi GK - 

    Comments in tickets are considered to be a part of a system of record, meaning that editing would corrupt the integrity of the record, which is why this is not a capability of the ticket system. 

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    Sean Riley

    If it's limited to user (your comments) only comments this would reduce the possibility of manipulation of integrity on behalf of other users.  If you're looking to maintain integrity of the information as a whole this is done through auditing tables in the database, which I would imagine are already present for changes.  Additional tables/triggers may, yes be necessary, but to seemingly hold a strong stance against adding a feature that other competitive systems or even forums (such as this one) have out of the box seems a little disingenuous.  In the published answer to this question, the resolve is to install an app that has been approved in the app marketplace, but could potentially be difficult for assistance with support for issues from Zendesk directly.  So I'm not sure if it's an integrity issue, or a development issue. It appears like the latter since there is a work around in an offered marketplace app. Not trying to be toxic, just stating what appears to be happening here. Lack of this feature is causing inefficiencies and creation of additional junk data in the database, to what seems to be many of your product consumers; judging by a quick search of posts within' the community.

  • Avatar
    Nicole - Community Manager

    Hey Sean - 

    Thanks for the feedback. I'm sorry that it seems disingenuous; it's not intended to be. I don't have an in-depth knowledge of how the databases work, but all of the information we've been provided is that this decision was made in order to maintain integrity of records and avoid issues like a problem agent editing or deleting their own comments in a thread, or the discrepancies that would exist between a thread and the email notifications automatically generated, just to name a couple of the many issues editing comments would create. 

    My understanding is that the redaction app was designed to allow for things like credit card numbers and sensitive information to be hidden, while maintaining the integrity of the comment as a whole.

    We realize that this system creates challenges for some users. As with every development issue, we have to weigh the pros of developing a feature with the cons, and in this case, maintaining the integrity of the records and consistency with the email notifications (among other things and despite the problems that that system may have) outweighs the many and significant problems that allowing edits would create. 

    I hope that helps. I know it's not the answer you're hoping for, but I assure you that our teams have given the requests to edit comments a lot of though over a lot of time and believe this to be the best solution for the time being. 

     

     

     

  • Avatar
    George Mogilevsky

    yea, when an agent makes a comment, the customer (requester) is notified by email. they have the reply in "writing" then they act on it. meanwhile the agent goes and changes his comment. someone can and will try to beat the system that way. 

    so it is not because zendesk cannot make the feature of editing the comment available. of course they can. rather because they want to maintain the integrity of the comments, they don't. it is more from the legal and moral standpoint than anything.

  • Avatar
    Harry Harrison

    I totally understand not allowing editing of comments once they've been submitted in the systems current form.

    But what if we could enable an "edit-window" where a comment wasn't sent to the requester for a definable period of time and in that "edit-window" we could cancel the comment an re-edit it. I believe Gmail actually has this very function already.

    I've been using Zendesk for one day and I've already sent a requester an internal note.

  • Avatar
    George Mogilevsky

    @Harry, 

    Hey pal, I totally understand the idea of Gmail, I think it is a useful thing. But Gmail delays it only for a couple of seconds, no? If you delayed it longer, say for 15 minutes, your reply would go out later. And so you will be delaying everyone on your system. So if you had 20 agents, they will be delayed for 15 minutes every time they reply.

    As far as sending requester an internal note, that is normal. It is not despite, rather because you only used Zendesk for one day that you made this mistake. My new agents do this all the time. And they learn their lesson the hard way. Making this mistake one time they never do it again.

  • Avatar
    Harry Harrison

    Yeah, that's why I say definable, so each agent could set it up to a time they find suits them best. 30 seconds sounds great and ample to me personally but some prefer less, none or more even.

  • Avatar
    Sean Riley (Edited )

    I've said my peace on the aforementioned thread here: https://support.zendesk.com/hc/en-us/community/posts/203423336-10-second-undo-option?page=2#comments 

    Please contribute your thoughts.

  • Avatar
    Dan Ross (Edited )

    Hey everyone,

    There's a few apps in the marketplace that allow for a timed 'undo' functionality on ticket properties and comment submissions. One is a unsupported Zendesk Labs app and the other is by SweetHawk. Might be worth checking out for your use case.

    FWIW, I wouldn't want this behaviour to change, we need to be able to ensure that the comment in the ticket is exactly what the end user received via email. If the comment can differ from the email that was sent, we're in a situation where miscommunication can occur, or agents can cause problems.

    The proposed solution by Zendesk to use the Ticket Redaction App isn't really acceptable either, as it's a Zendesk Labs app. Recommending your users to use a tool that is built but not supported by Zendesk doesn't inspire confidence. In addition, the app has issues redaction information and is currently broken by apostrophes and other characters. These issues have been open for months but because it's a Labs app, I'm not holding my breath for a fix anytime soon. 

     

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    Sean Riley

    100% agree with @Dan Ross here. 

  • Avatar
    George Mogilevsky

    It looks like Undo and Redo just remembers what you have done and allows to change that. But speaking of editing the previous comment.. I've tried to use an app called Ticket Redaction App, which didn't actually work..

    "Oops" app on the other hand looks like the right app for delays. did anyone try it?

  • Avatar
    Awalker

    Why not just add previous versions of the comment and note that the ticket was edited?

    This would keep the integrity of the comment intact or even build in an undo within a certain time frame feature.

  • Avatar
    Greg Crompton (Edited )

    Why not give customers the OPTION to do what they want with their data??  Never mind what Zendesk thinks I should be doing with my data, this is not and should not be your decision to narrow-mindedly make for me.  Give me the option to do what I want with my information.  This is why you're being paid.  If I want to edit tickets within my ticket system, this should absolutely be possible. 

     

    EDIT:  OH look I can edit this comment, neat. 

  • Avatar
    biofractal (Edited )

    As a brand new user of Zendesk, I came across this critical flaw in the very first ticket I raised, after approximately 30 seconds of use I discovered that a stupid mistake of mine could not be fixed without added layers of deltas to the original.

    I listen to the technical voices here and it makes my blood boil to hear them push their problems onto we the humble users.

    Of course its a difficult problem to have both an editing option and workflow integrity; nobody denies that this is a tricky thing to get right, but to just throw your hands up and try to tell us its impossible (or too hard) is weasel words. If one of my coders gave me the explanations I have seen above then they wouldn't be working for me for much longer.

    Then again, maybe I have spoiled by modern software like Slack that makes things easy for us users by employing clever people to solve hard problems.

     

  • Avatar
    Nicole - Community Manager

    Hi biofractal - 

    Thanks for your feedback. To clarify, we are not trying to push a technical problem onto users - making comments un-editable is an intentional choice. 

    Comments in tickets are not editable because ticket comments are considered a System of Record. Making them editable would create many problems. While we understand peoples' desire to be able to fix errors, the problems that could be caused by allowing for editing and deletion outweigh the benefits for a majority of users. 

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