Make All Ticket Comments Private By Default Follow

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10 comments

  • Avatar
    Indhu Rekha

    Hi,

    We have this scenario- Agent A gets notified when Agent B from the same team makes a private comment and cc agent A, then Agent A replies to that e-mail and it is saved as public comment in the ticket and it gets sent to the user.
    What we want to happen is agent reply via e-mail should be made public if they are replying to a public comment (from a user or other agents) and it should me made private if they are replying to a private note from agents.

    I'm not sure how feasible this is but i hope you have a suggestion or workaround for me :)

    Thanks

  • Avatar
    Graeme Carmichael

    Indhu

    Agents can control the public\ private status of their comments when replying by email. Use the command #public as the first line of the email body for public comments or #note to make the comment private.

    See the following article for other commands and examples:

    https://support.zendesk.com/hc/en-us/articles/203691006-Updating-ticket-properties-from-your-inbox

  • Avatar
    Sebastiaan Cools

    Can I make all the email replies send by CC (Agent and non-agent) Internal Notes?

    We sometimes add an employe not linked to our zendesk instance in CC to ask them a question ineternaly, but when they reply it is always as a public note, which means that the customer can read that answer befor it is edited by our Agents. That is wy I want to set All CC replies as internal notes to make sure no proprietery info gets out by accident.

    Is this possible? And if yes, how?

  • Avatar
    Jessie Schutz

    I see that you're on the Plus plan, so you'd need to switch over Professional for this, but the easiest way to do this would be to get the Light Agents add-on, and add your non-agent employees to that role in your Zendesk. All Light Agent comments are internal automatically.

    Disclaimer: I'd recommend going over the differences between Plus and Professional with your account manager or a support advocate before switching, to make sure you know exactly what that change is going to mean.

    If you don't want to go that route, I'd recommend putting together a workflow using our Linked Ticket app, or the Project app. Each of these apps allow you to create a brand new ticket that's linked to the original in a parent/child type relationship, but your end user can't see any of the conversation in the child ticket. 

  • Avatar
    Sebastiaan Cools

    Hi Jessie,

    Thanks for the suggestion, we are using the project app, but it is not mandatory and creates a big extra load on tickets and mails... and they can still accidentally add someone in CC in the main ticket and have the internal answer mailed to the customer.

    Light agents is what we are going to use, but that's a workaround that’s also not fool proof. It means I need to add all our internal users as light agent (a lot of people) and have their normal flow as customer changed to that of an agent... not an Ideal situation... Hence my question to be able to have all CC comments as internal...

    PS: Why is a CC different from another requester or user?

  • Avatar
    Jeremy Flanagan

    Would enabling public by default (in web) also apply to macros when an agent creates a ticket? We have a macro that is supposed to set the comment to private, but when you create a new ticket, the macro applies as public and there is no option to change it to public. 

  • Avatar
    Jessie Schutz

    Hey Jeremy!

    The first comment when a ticket is created is always public; as of now there's no way to change that. It's not actually related to the public by default setting.

    If you need to apply a private macro right off the bat, your best bet would be to tweak your workflow so that the macro is applied after the ticket has been created and submitted (instead of at the same time). 

  • Avatar
    Allison Crane

    Can I make specific agents not be allowed to make public comments or replies to the customer within the ticket?

  • Avatar
    Jessie Schutz

    Hey Allison!

    If you're on the Professional plan or higher, you can purchase the Light Agents add-on. Light Agents are agent roles that are limited in what they're able to do in your Zendesk, and that includes only being able to post private comments on tickets.

    If you're on the Enterprise plan or higher, you already have custom roles available. This means that you can edit existing roles or create new roles to have the exact permissions you want.

  • Avatar
    Jessie Schutz

    Hey everyone!

    We're really excited to announce that, after a huge effort from our developers and Product team, we're finally live with this feature! You can enable it in your account by clicking the Gear icon, and going to Settings > Tickets > Comments

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