Can I delete comments in my tickets? Follow

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8 comments

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    Dean Campbell

    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...

  • Avatar
    Jessie - Community Manager

    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!

  • Avatar
    Jessie - Community Manager

    @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!

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    MyDeal Admin

    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.

  • Avatar
    Nicole - Community Manager

    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. 

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    Jonathan March

    @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.

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    Nicole - Community Manager

    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. 

  • Avatar
    Jonathan March

    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! :)

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