Changing a ticket comment from public to private

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43 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Mateusz,

    I see you're new to the Zendesk Community Forum! I just wanted to say welcome on behalf of the Community Team :)

    I did some digging on my end and it doesn't look this data is tracked within Explore at this time. What's the reason for tracking this data? I'd be happy to pass this feedback along to our Explore Product Managers so they're aware of this need.

    Let me know!

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  • Mateusz Radziwonowicz

    Hello Brett,

    Thank you for your reply :)

    I'd like to track instances where agents exchanging correspondence with our customers are making mistakes by publishing content which shouldn't be sent to the customers, but should be posted as an internal comment. It's possible that it happens and after the mistake is realized then the public comment is converted into internal. Having a possibility to generate a report based on these changes we'll be able to find cases in which mistake occurred and provide relevant feedback to agents to make sure such situations would be as rare as possible.

    Can you advise if it would be possible for such tracking to be implemented?

    Thank you!

    Best regards,

    Mateusz

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  • Brett Bowser
    Zendesk Community Team

    Thanks for providing additional information Mateusz!

    I've marked this as product feedback and will pass this along to our Explore Product Manager so they're aware. I'll follow-up with you if we have any other questions :)

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  • Mateusz Radziwonowicz

    Hello Brett,

    No worries, thank you too!

    I'd only want to ask if it'd be possible to somehow keep me posted if such functionality is added? So I can prepare reports then. Or would there be a way for me to check the updates to see if it appears, i.e. some website where you publish relevant information, or maybe just here in the comments section you'll post this information? :)

    Thank you!

    Best regards,
    Mateusz

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  • Brett Bowser
    Zendesk Community Team

    Hey Mateusz,

    I would recommend following our Announcements which I've linked for you. Any product-related updates will be posted there :)

    Let me know if there's anything else I can help with!

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  • Michael Penland

    There should be a way to delay notification triggers to give us a moment to mark a comment as private before it gets sent out. I.e., a trigger condition for "elapsed time since submit".  

    Use case

    • type type type, submit.
    • Oops... 
    • Mark as private (just before the 30 second notification delay)
    • whew...

    Albeit clever, using automations to delay sending isn't a good workaround as they don't run often enough.

    Desk used to have a simple undo link to click.  Any other ideas? Thanks! 

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  • Brett Bowser
    Zendesk Community Team

    Hey Michael,

    While it may not be the perfect solution you're looking for, have you had a chance to look at the Cancel Ticket Submit App?

    It sounds like it could get you relatively close to what you're looking for.

    Hope this helps!

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  • Amit Aharoni

    Hi,

    I've seen some questions revolving around the following but no exact resolution for the issue.

    I'm using a google form for onboarding process, this results in an email sent to me and showing up on Zendesk as a ticket - customized by a Trigger.

    The problem is that I want to use this ticket to correspond with the onboarding applicant, but google sends a message with the first email - and it's public by default.

    My question is: can I configure these specific incoming emails to have their first message appear as an internal note by default?   

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  • Michael Penland

    Thanks Brent!  I totally agree about the Cancel Ticket Submit App.

    While that works, I don't like that we have to pay extra for it.  I understand that how Zendesk funds side development of less popular features, but this seems like something they provide as a core feature.  Maybe I can get it comp'd... :-D

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  • Glen Weston

    Was a specific decision taken to not be able to make private comments public? I'm curious because this would be particularly useful where someone not originally CC'd into the ticket responds, which adds the comment as a private note.

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  • Heather Cook

    I would love to be able to make private comments public, as we by default set everything to private and sometimes agents forget to select public. it would be great if they could quickly change it to public.

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  • Iris Edwards

    I've selected Events in the dropdown, but don't have the option "Make this Comment private". Please advise.

     

     

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  • Katie Dougherty
    Zendesk Community Team

    Hi Iris Edwards,

    Thank you for reaching out! 

    Do you happen to have a screenshot of the missing option "Make this comment an internal note"? 

    You are correct that you should click on the "Events" dropdown and above the public comment, you should see this option. One thing to check is your roles and permissions! An agent is limited to only private comments if they are a light agent on the account (Understanding and setting light agent permissions). 

    Please be sure to try some initial browser troubleshooting steps such as: 

    • login to your account in another web browser (Chrome, Safari, Firefox)
    • login to your account through a private browsing window 
    • clear your browsing data
    • see if other agents on your account have this option or if they are missing the message 

    If you are still experiencing an issue I would be happy to contact the Zendesk customer support team on your behalf! 

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