Changing the default privacy of ticket comments

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29 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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  • Bex Heenan

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

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  • 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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  • iQmetrix

    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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  • 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 B.
    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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  • Thomas Kidd

    It's a bit of an extension to this topic - it'd be great if a user could set defaulting posts to private for their own profile as well (and/or be able to define this as part of a user role) - I say this as there are workflows where internal by default would be perfect ---but not not necessarily for all agents.

    I haven't looked further - is it possible to flag roles such that they're internal by default/only?

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Thomas,
     
    At this moment, this feature is only available for the whole organization (account-wide setting) and there is no feature yet that this is available to only selected user roles or profiles.
     
    If you have some time, I recommend that you start a post about this in our Product Feedback topic. Our Product team actively monitors our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. Thank you!
     
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  • Niina Tuominen

    I would need to configure ticket comment field as internal/private as default to specific brand. I guess this is not possible with trigger or any other way?

    The use case here is that calls coming in under this brand are call requests which we forward to the party handling the actual issue of the customer call. That's why we should write down the details of the issue as internal comment and would be very helpful if the comment field would open as internal comment as default.

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  • Zsa Trias
    Zendesk Customer Care

    Hello Nina,

    We cannot set the default privacy of ticket comments by brand, unfortunately. 
    As you have mentioned that your agents have to write down details of the issue for this specific brand and that you need it as an internal comment, may I suggest creating a macro with all the information that you need?

    This way when an agent applies this macro, they would just have to populate the needed information in an internal note. 

    Here's a sample setup:

    Reference: Creating macros for tickets

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  • Niina Tuominen

    Thanks Zha, that is how I have done the process now, it is just that agents need to remember to use this macro with these incoming calls and change the comment type to internal.

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  • Sydney Neubauer
    Zendesk Luminary

    Dave Dyson There is documentation in a ZD article that states you can update the default for merging tickets:

    https://support.zendesk.com/hc/en-us/articles/4408882445594-Merging-tickets

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  • Dave Dyson
    Community Moderator

    Thanks Sydney! Possibly this has changed since I gave my answer (or maybe I was wrong then). I'm not at Zendesk anymore, but I'll see if my old comment can be removed.

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  • Jake Edwards

    The Agent Workspace view takes this backwards as the default is now set globally and doesn't respect the type of ticket (private vs public) as the previous interface did:

    • If it's a private ticket (no public replies) the default should be Internal Note.
    • If it's a public ticket (has private & public replies) the default should be as set in Admin (or just remove that setting and make it public 🤷).

    There is also no longer a warning if replying publicly (first reply) to a currently private ticket. This also happened on the old interface.

    1
  • Max

    Hi there,

    There is something I don't understand in here.

    A conversation comes to our Support instance through web widget (messaging). No agent answer, and exactly 10min after last message from the bot, I have this system event changing visibility of the ticket to public, firing trigger "notify requester of new comments" (because this trigger has a condition with public comments only. So requester just receive an email telling him that "Company as answered, with the whole retranscription of the messages, but no actual answer.

    Can someone help about this system 10min visibility thing ? I was thinking that it was the messaging 10min message turning the conversation as inactive but that option is not enabled.

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  • Joyce
    Zendesk Customer Care
    Hello Max,
     
    I see that you posted the same question in the article Managing messaging transcript visibility. You can see my response to your message here.
     
    Thanks!
    1
  • Mark

    What about cases where we have internal staff that are using the Agent Workspace (for example accounting staff or HR) who need to also submit tickets to a different department (like IT Support)?

    Those are internal agents in ZenDesk, who use the Agent Workspace for their own issues, but they also submit tickets to another department when they need assistance.  We don't want internal notes from our department being seen by agents from another department when they submit tickets to us.

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Mark,

    Agents that are the requester can always access the ticket they are a requester on. Even if they aren't in the group. One way around this is to use Private group. This means that agents outside the group generally can’t access tickets assigned to it even if they are the requester, although agents may be granted permission to view private tickets

    Hope this helps.

    Edit: I did a test and it seems that an agent that is the ticket requester can still access the ticket even if they are in a private group. Apologies for the misinformation.

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  • Mark

    Thanks, but even with a private group, the agent who submitted the ticket can still view it in Agent Workspace.  The issue is with the internal notes, because an employee who uses Agent Workspace for working on tickets in another department should not see internal note for the ticket he submitted to IT or HR, etc.

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  • Sydney Neubauer
    Zendesk Luminary

    When is the following becoming available? I do not see this available and yet we got a notification in What's new and this article states how to set it. We are on Enterprise

     

    To restrict agent access to tickets they submit as the requester

    1. In Admin Center, click  Workspaces in the sidebar, then select Agent tools > Agent interface.
    2. Under Agent as requester, choose the level of access you want agents to have to internal notes on tickets they've requested:
      • Show all internal notes: No restrictions. Agents can view tickets they request, regardless of group assignment, as an agent.
      • Hide internal notes on tickets assigned to private groups: Agent access to internal notes on tickets they request is restricted only if the ticket is assigned to a private ticket group.
      • Hide all internal notes: Agent access to internal notes on tickets they request is restricted in all cases, regardless of group assignment.
    3. Click Save.
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  • Jeremy Pinar

    +1 to the above, What's new saying it's here however no option within Agent interface

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