Question
Is it possible to delete a comment from a ticket?
Answer
No, it is not natively possible to delete a comment from a ticket. However, you may consider marking the comment as internal or using the Ticket Redaction app, to remove the comment string.
26 Comments
Is it possible to have an 'Un-Do' button appear for a few seconds?
(similar to the 'Un-Do Delete' option that was added)
The requirement for both internal and public comments to be removed has come up a few times for our agents...
Hey Dean!
I believe that this is something we were looking into at one point, but I'm unsure whether it actually went anywhere. I've pinged our Product Manager team to see if I can get some info on it, and I'll let you know what I find out!
@Dean, I touched base with Product and was able to confirm that this is not something we're currently looking at doing. I would definitely recommend taking a look at the ticket redaction integration if there's content that needs to be removed!
Hi, we also need this feature. Sometimes an agent might make a mistake in the note and need to edit it otherwise it could lead to confusion if it remains on the ticket.
Hey MyDeal,
Thanks for the feedback. We hear you - people make mistakes! That's why we have the redaction app, which can use to hide confusing errors. However, we designed the ticketing to be a System of Record, which is why we do not allow for editing or deletion of comments, and have no plans to change this.
@Nicole, FWIW I completely support the "system of record" principle, but that's not inconsistent with the ability to annotate in place, or collapse, to avoid confusing or wrong information being shown to the agent who is reviewing a ticket.
You're not wrong, Jonathan. I didn't see any reference to such suggestions in the comment I was responding to, but yeah, I can definitely see where those sorts of functions would be helpful.
Thanks, Nicole. The general issue of how to make the set of comments on a ticket more useable when they are not clear or correct has come up many times, scattered around the community, and I was mostly referencing that theme. It's great that you are working to rationalize the community posts so that such conversations can stay more focused -- I appreciate that it requires constant vigilance! :)
> You may consider marking the comment as internal
Recommendation: either make it clearer how to mark a comment as internal (from the initial Conversations pane), or link from this node about deleting comments to https://support.zendesk.com/hc/en-us/articles/115006354868-Changing-a-ticket-comment-from-public-to-private, which is what I was really trying to do to begin with in this case (this is my first day using zendesk on the support side of things). (Or ideally, do both.)
Hi Adam!
Thanks for the feedback on this! I'm going to pass it along to our Documentation team to see about getting that link added.
really
Hey Michael -
Is there a question we can answer for you?
Hi Nicole. Was just annoyed that we couldn't delete a reply. I may have accidentally copy / pasted a War and Peace level email chain into an unrelated ticket and couldn't undo it. Google led me here.
Ah, sorry to hear that. The comment stream in Support is meant to be a System of Record, which is why the system doesn't allow deletion of comments. We're aware that this sometimes causes consternation, but every time we've evaluated it have come back to the fact that allowing editing or deletion of comments would cause more problems with integrity of the system than it would solve.
@Nicole, apologies for repeating myself, but it still seems to me that there is no contradiction between these:
Thanks!
Hey Jonathan -
Agreed. Hiding or collapsing comments like that would be a nice feature to have. I'm only speaking to the request to be able to edit or delete.
Hello,
This feature would be great to have!
Thank you.
It really would be nice to be able to delete comments now that GDPR have begun in Europe.
We have a case right now where a user accidentally send a message to us in a ongoing support ticket that was meant for someone internally at his own company. This message have a couple of attachments that contain sensitive data. So naturally he wants them deleted. But i'm not able to do this. Can you do it then?
Hello Mikkel, while you cannot delete an entire comment without deleting the entire ticket, you *can* delete any attachments, and-or any specific text in comments, by using the ticket redaction app
https://www.zendesk.com/apps/support/ticket-redaction-app/
Note:
> This is a Zendesk Labs App. Zendesk Labs is a testing ground for experimental software applications that are in various stages of development. The software may change, break, or disappear at any time.
> While Zendesk does not support Zendesk Labs Apps, their creators be able to help. The best way to contact the original developer is by creating a GitHub Issue in the App's repository.
I want to be able to delete comments, edit comments, and this redact option is barely useful. I have just noticed that you can't redact a user mention. So, example: If I mention a developer in what was meant to be an internal comment and post it publicly, I can only redact the message and not the mention.
+1 for a a group of agents that needs to be able to edit comments.
I have a legal use case with GDPR in Europe, if the end-user is putting personnal data that shall not be part of the comment... I (and he) can not edit the comment...so I have to delete the ticket.
Honestly "deleting a ticket to modify a comment" is not a feature any of us want to see on such a tool !
Please Zendesk team listen to the voice of your customers...while they are still your customers.
GDPR requirements would be satisfied with ticket redaction app. https://www.zendesk.com/apps/support/ticket-redaction/
Thanks for the advice. I tried it; it does the job for easy case. It does not respond to the minimal requirement "give access to the administrator to be able to edit any comment in any ticket".
I confirm what I said before : please allow comments to be edited.
why is it not possible to delete an internal comment? it is just for internal use and do not understand why this feature has not been implemented for many years...
Hello Agata Serebrennikova.
Appreciate the feedback. I would recommend posting your feedback in our product feedback forums so our developers can consider your requests for future updates.
Best regards.
I need to second this, users can make mistakes and we may want to stop public comments with mistakes to be public replies, I know I have the option to make the comment internal, but that way it is unclear that this comment was previously a public comment, would be lovely if I could convert a comment to the third state, "redacted" or something like that, that would make the comment to function like internal comment but perhaps labeled differently and also coloured differently, perhaps red?
Regards
Oskar
Please sign in to leave a comment.