Can I delete comments in my tickets?

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19 Comments

  • Dean Campbell
    Comment actions Permalink

    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...

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  • Jessie Schutz
    Comment actions Permalink

    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!

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  • Jessie Schutz
    Comment actions Permalink

    @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
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    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.

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  • Nicole - Community Manager
    Comment actions Permalink

    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
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    @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
    Comment actions Permalink

    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. 

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  • Jonathan March
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    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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  • Adam Field
    Comment actions Permalink

    > 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.)

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  • Jessie Schutz
    Comment actions Permalink

    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.

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  • Michael Fischer
    Comment actions Permalink

    really

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  • Nicole - Community Manager
    Comment actions Permalink

    Hey Michael -

    Is there a question we can answer for you?

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  • Michael Fischer
    Comment actions Permalink

    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.

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  • Nicole - Community Manager
    Comment actions Permalink

    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. 

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  • Jonathan March
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    @Nicole, apologies for repeating myself, but it still seems to me that there is no contradiction between these:

    • maintaining the integrity of the audit/event trail and all  comments for the System of Record
    • allowing agents to hide  or collapse comments that just make the ticket unreadable as in Michael's example

    Thanks!

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  • Nicole - Community Manager
    Comment actions Permalink

    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.

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  • Marcio Dirickson
    Comment actions Permalink

    Hello,

     

    This feature would be great to have!

     

    Thank you.

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  • Mikkel Diurhuus
    Comment actions Permalink

    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?

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  • Jonathan March
    Comment actions Permalink

    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.

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