Changing the default privacy of ticket comments

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15 Comments

  • Hussain Mithaiwala

    Hello All

    Is it me or is this article not in line with agent workspace. The options mentioned here are different that what is shown to me in my account.

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  • Jim
    Zendesk Customer Care

    Hi Hussain!

    I've created a ticket for this concern, and here's the ticket # 6421183. We'll continue working on this using the ticket that I created, and kindly check the email that was sent to you since I have a few questions that need enlightenment; prior to conclusion.

    Best,

    Customer Advocacy Team

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  • Jim
    Zendesk Customer Care

    Hi Hussain!

    Please accept my apology for the incorrect ticket number that I shared in this community post. This is the correct separate ticket # 6493405 that I created for your concern. We'll continue working on it using the ticket that I created, and kindly check the email that was sent to you since I have a few questions for you.

    Best,

    Customer Advocacy Team

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  • Elizabeth Wilson

    On Settings > Tickets, "Agent comments via email are public by default" has been turned on (blue dot) for over one year, but by default the private comment tab always appears first by default. Is there an issue on ZD's end or something else I can do on our account to have public comments be the default tab view when any agents opens a ticket?

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  • Beau P.
    Zendesk Customer Care

    Hello Elizabeth,

    The setting you're referring to dictates comment visibility specifically for email comments from agents; so if an agent replies to a ticket directly from a notification email that threads the comment in accord to this setting. Agent comments made within the UI, and the accompanying default composer behavior there, is controlled via the "Agent comments via web are public by default" setting under Admin>Settings>Tickets.

    Beau | Customer Advocate

    Ask our Zendesk Community

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  • Michael Mader

    I just had a ticket solved out by Zendesk Support, saying this article is incorrect, saying that "At this time, unfortunately, It is not possible to make a public reply or internal notes default by channel, it is a feature at the account level."

    Per this article, this is not true, but it's also not working for us.  With the settings listed below and the chart in this article, I would anticipate anything "Non-email" to default to PRIVATE becuase the box isn't checked - "Support (For example, SMS, Web, or API)", and active Chats, which is ridiculous, but that's what it is, I've submitted product feedback there. 

    I would also expect email tickets to default to public based on the second box being checked.  I'm being told by Zendesk Support that this doesn't function that way.  Will someone please explain why my email conversations are still defaulting to "Internal note" for my agents.

     

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  • Trudy Slaght

    Michael Mader I'm not sure if you received an answer to this, but there appears to be a bug in the settings whereby the email tickets take on the setting of non-email tickets. We are having the opposite problem where we have non-email conversations checked off to be public by default and do not have the agent comments via email box checked off - which should make email comments an internal note by default, but ALL channels are defaulting to public with the non-email conversation box being checked off.

    I have a ticket open with ZD support right now but I believe this is a bug in how this setting is functioning. It's a large bug as it's reasonable to want chats to default to a chat reply while still having emails default to internal notes.

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  • Juniper Education

    Hi there! Is there a way to do this on a brand by brand basis? Thanks!

    1
  • Cheeny Aban
    Zendesk Customer Care
    Hi Bex!

    I understand that you would like to have this setting per brand, however, this is an account-wide setting, and there is no option to filter it via brand as of the moment. We truly value customer feedback and your voice and votes on the product feedback topics in the community help influence future Zendesk functionality.
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  • Michael Craddock

    I don't see a setting to make merge comments deselected by default as per the merge helpfile

    'To hide merge comments from requesters, deselect Requester can see this comment for both merge comments. Admins can also set the default privacy for all ticket comments to make merge comments deselected by default.'

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  • Dave Dyson
    Zendesk Community Manager
    Hi MIchael, there isn't a specific setting to make comment from merging tickets private by default. But if you make all agent comments private by default as specified here, that will also apply when merging tickets.
    -1
  • Jon Durlauf

    Is there a way to make agents' comments public/private by default after calls?

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  • Gabriel
    Zendesk Customer Care
    Hey Jon, 

    I hope all is well! Toggling the settings "Agent comments on all tickets are public by default" would also default your call ticket comments to either public or private comments. 
     
    Thanks! 
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  • Jon Durlauf

    Hi, Gabriel! That has not been our experience with call tickets. Our instance is set up for comments to be public by default. However, when we receive calls, it defaults to internal note for the duration of the call and after hanging up.

    This isn't a huge deal for us, but some of our agents would prefer the call comments to default to public. Just trying to figure out what are our options for that.

    Settings: 

    Default call screen:

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  • Rosie Balagbis
    Zendesk Customer Care
    Hi Jon, 
     
    When a ticket is created from a voice call (incoming call), it is expected that the comment will automatically be set to private (Internal note). This ticket comment settings mentioned above are applicable only for email, chat, Messaging or SMS channels only.
     
    When a Talk call becomes a ticket, switching channels could only have Internal notes and Call a number, unless the caller has an existing profile. See Understanding how phone numbers are linked to end-user profiles
     
    Eitherway, you may consider the workaround mentioned here: https://support.zendesk.com/hc/en-us/articles/4408821302810/comments/4408849427866
     
    Thank you! 
     
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