Adding comments to tickets

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55 Comments

  • Nickolay Golubev

    Hello,

     

    I checked recent ports about adding link to an image. And looks like we also have the same problem. Previously we attached an image and then used [...](...) structure to give a link to it. But now images are attached as embedded object and browser doesn't give a link to it, but a base64 string that can not be used as a link.

    Using drag and drop is not convenient, because agent have to keep one more window open. Moreover, some images are pretty huge and placing it inline doesn't look good.

    I also noticed that when we paste image to rich edit, it actually has a link that can be used, but again, this is now what we need.

    Is it possible to make attached images have a valid link, so we could use it for a text link?

    Thank you in advance!

    2
  • Simon Ohlsson

    When content are being pasted in to the text field when text is selected in the field, it's not being replaced.

    When pasting text a "space" (" ") is being added in the end of the text. That's a bit bad if your pasting passwords and the user double clicks them and pastes them and they don't work.

    Pasting into notepad or the field without Rich text enabled is without the extra "space" in the end.

    Anyone else having the same issues?

    2
  • Thomas D'Hoe
    Community Moderator

    Hi

    Can we still use Markdown in macro's when we anabled this future?

    Thomas

    2
  • James Sanford

    Hey Jaime!

    As outlined in our Getting started with Text document (https://support.zendesk.com/hc/en-us/articles/235709587):

     Does Text support MMS messages?

    You can receive inbound MMS messages, but Text does not currently support outbound MMS messages.

    1
  • Alex McFarlane

    Hi Jessie - thanks for the update.

    I can understand the reason for doing this, but it would be great if this was accompanied by a 'Make this comment a public note' option - sometimes these comments from third parties are useful for the ticket customer to see.  

    It would be lot cleaner if the agent could just be flip the comment from private to public rather than having to copy, paste and explain it in a new public comment.

    1
  • James Sanford

    Hey Jesus!

    The reason you're not able to pull in private/internal comments is that these are only available to agents.  As outlined in this article:

    You can also add private comments to tickets. These comments are only visible to other agents, not to the ticket requester or any other end-users that may have been CC'd on the ticket.

    So if the email address you are notifying via this trigger is not associated to an Agent's login email address then no private or internal comments will be sent.  

    1
  • Ariel Daniels

    Is there a way to change the color of the fonts? When we add text to public comments through macro's, we often get different font colors in the comments, especially when a macro draws information from a placeholder, such as a ticket number or ticket description, this information is in a different font color than the surrounding text. How can this be resolved?

    1
  • Simon Ohlsson

    Would it possible to make a link of a picture with a placeholder as the hyperlink destination with rich text enabled. When i press a picture and the "hyperlink" button, i dont get anything, only a small text in the buttom that says link(länk in swedish)

    We would like to make the "like" function look and feel a bit different using this.

     

    1
  • Jessie Schutz
    Zendesk team member

    Hey Peter!

    I'm not sure I understand what you mean by marking the comment...are you looking for some kind of flag or something? 

    0
  • Matt McLean

    ------------------------------------------------------------------

    Inline images

    Note: This option does not work if you have private attachments enabled (See Working with attachments in tickets). Instead, you need to add images to tickets as attachments (see Adding attachments to ticket comments below).
     
    ------------------------------------------------------------------
     

    Any thoughts about removing this restriction?

    I posted a suggestion today about allowing us to have secure attachments, but keep in-line images:

    https://support.zendesk.com/hc/en-us/community/posts/115000605587-Enable-higher-security-for-attachments-but-still-allow-inline-Images

    0
  • Jessie Schutz
    Zendesk team member

    Hi Daniel! Welcome to the Community!

    By default, you should have a Notify request of comment update trigger, which will send an email out to the ticket requester when the ticket is updated. Make sure that trigger is active, and that it has the correct placeholders in the email body. For the most recent public comment, you would use {{ticket.latest_public_comment}}.

    You can find out more about Triggers here.

    0
  • Jessie Schutz
    Zendesk team member

    Hi Alex!

    It's possible to make a public comment a private note, but not vice versa; this was the case even before the new functionality was rolled out.

    That's a good piece of feedback though; it would certainly make the workflow easier to work with. I'll be sure to pass that along to the developers!

    0
  • Brian Manning

    @Nickolay - At the moment there isn't any other way to get the link for an image attached to the same comment. One alternative you might want to consider is adding your image attachments in a separate private comment. Once a comment has been saved the link to the file is visible. Here's an example:

     

    You can use the link on the file name to add links in subsequent comments.

    I'm sure you're not the only one looking for a simper way to link an attached image inline. I'd definitely add a topic to product feedback. I'm sure a feature request would get a lot of votes.

    Cheers!

    0
  • Jessie Schutz
    Zendesk team member

    Thanks for the heads up, Kyle! I'll pass that along to our Docs team.

    0
  • Joel Hellman

    Matej, no, it's not possible to edit private comments in the context you describe.

    You can 'redact' information, meaning you can blank out/destroy text and attachment, using an app like Ticket Redaction app, but you can't use that to edit your comment, just redact portions of it, or attachments.

    For public comments, you can usually make them private and make another comment instead, but for private comments, the options are more limited. 

    0
  • Chris Stock
    Community Moderator

    Are there any plans to support end-user formatting in ticket comments? I know you can access this via the 'View original email' option, but it'd be neat if we could just see the formatting in the comment.

    Thanks.

    0
  • Jesus

    Good morning!

    Sorry, I've been having problems with placeholder references to ticket.

    I created a trigger to send an e-mail when there is an update on a ticket, following a specific format.

    When I reference a private note it does not work:
    {{ticket.latest_comment_formatted}}

    This one makes the same as {{ticket.latest_comment}}

    Private Notes never appear. Is it possible to fix this issue?

    Thanks,

    0
  • James Sanford

    Hey Ben!

    When you are @mentioned in a ticket you will be added as a CC and receive a CC notification email.

    The CC notification email can be edited by any Administrator under Admin > Settings > Tickets > CCs.  By default this is uses ({{ticket.id}}) but if you were to add in a # after the first parentheses then this will cause this to become a hyperlink in the notification you receive.  Example: (#{{ticket.id}}) 

    Alternatively the {{ticket.link}} placeholder can be used to provide the full URL path.  Zendesk Support placeholders reference provides additional information regarding these options.

    If you'd like to be able to reply directly to those emails and have your reply be an internal comment there are two options to do so as long as you are replying from an email address linked to an Agent profile.  The first option is to use the Mail API short command #note to set your response as internal/private.  The second option would impact all Agent replies via email and would cause these to be private by default and that setting can be updated under Admin > Settings > Tickets > Comments > Agent comments via email are public by default (unchecked).

    0
  • Jaime Rodríguez

    Hi!

    I’m looking into sending an attachment/image through the “text” feature. The problem is that when I upload - 78KB file size - and hit the “submit as...” command the comment and attachment disappear as if I hadn’t done anything. 

    Any help would be appreciated. 

    Thanks! 

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Giorgia,

    Looks like you had a ticket related to this issue and the recommended steps is to enable the Resolve issues with composer. option under the Agent Workspaces settings. More information here: Enabling and disabling the Zendesk Agent Workspace

    If you continue to experience issues feel free to reach back out in that ticket :)

    0
  • Jack Richard

    Thanks for taking the time to discuss this, I feel strongly about information and love learning more on this. If possible, it was extremely helpful for me.

    https://www.nx3corp.com

    0
  • Joel Hellman

    Can you guys make a separate article aimed at teach agents the nuts and bolts of how to do different stuff in the new editor? Like working with links, attachments, images etc. 

    It would be helpful to be able to reference this to my agents that are new to the editor. This post contains some information but I think a lot of other stuff we mention here like @mentions, public>private, adding a comment etc distracts for agents that just wants to know how to insert a link while typing, as an example.

    0
  • paperchrisrey

    Greetings,

    Is there a way to add an automation, like updating a custom field, after an agent replies or adds a comment to a ticket?

     

    Thanks

    0
  • Ravi Kant Verma

    Is there a way to automatically convert the last public comment made by engineer to Private based on a tag ?

    0
  • Peter Strifas

    Is there a way to either mark a comment in a ticket as a "recommendation" other than in the text of the reply typing out "Recommendation"?

    For instance, customer has "settingA" set to 100 but the best practice is to have it set to 150. The support person's comment would be marked as a "recommendation" which can be filtered into a ticket summary or be a search result?

    Is there an App in the Marketplace that would add this functionality?

     

    0
  • Brian Manning

    @Nickolay - It is possible to link to an attached image inline using rich text but it's a little cumbersome.

    1. Attach the image you want to link to and wait for the little green bar on top of the thumbnail to disappear. 
    2. Right click the thumbnail and select Inspect (Inspect Element in Firefox)
    3. This will open the browser console. Just above the img tag for the thumbnail you'll see a div with the classname 'zendesk-editor--text-wrapper'.
    4. Open up that div and copy the href value from the link inside.
    5. Use the URL you just copied to create a text link in the body of your comment

    I know this isn't ideal but it can be done if needed. If you'd like to see a simpler method I'd definitely post a topic to our Product Feedback forum.

    If you have any trouble with this method feel free to open up a ticket with us.

    Cheers,

    0
  • Daniel Bernhardt

    How can I have the moist recent public comment emailed out?  I can get the first public comment to go but not subsequent public comments.  I would like the mist recent public comment emailed via trigger.

    0
  • Jessie Schutz
    Zendesk team member

    Hi Ariel!

    Can you be more specific about where you're seeing different colored fonts? Is this in emails or someplace else? Could you send some screenshots?

    0
  • Keyrus

    Hi,

    Is there a way to convert private comments to public comments ?

    Thanks in advance for your help.

    Regards

    0
  • Michael Sheetz

    Hi Simon,

    Are you talking about the text field when you're replying to a ticket in your Zendesk? Because that should replace any highlighted text when pasting new text. Can you walk me through your process step-by-step or a screenshot or video of what you're seeing?

    0

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