Question
Can I add an internal note and a public reply to a Zendesk ticket at the same time?
Answer
Natively it is not possible to add both a public reply and an internal note to a ticket at the same time in Zendesk Support. While public replies will automatically be visible to internal followers, it is not possible to add both comments together in a ticket.
The Private Comments app in the Zendesk Marketplace provides this functionality allowing an agent to easily add a private comment to a ticket while also typing a public response or comment.
1 Comments
I noticed that in Agent Workspace you are able to work on an internal and a public comment at the same time.
However, in creating a macro there is not an option to have the macro set a public and private comment. This would save a couple of clicks from creating 2 separate macros and from applying separate macros.
Is that something that might be coming to Agent workspace?
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