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Changing the default privacy of ticket comments



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Rob Stack

Zendesk Documentation Team

Edited Jun 21, 2024


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40 comments

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Ivan Miquiabas

Zendesk Customer Care

Hi Allison Cloyd, 
 
Thanks for reaching out! Unfortunately, this is not an option os of this time, you cannot set the default privacy of ticket comments via custom role. This is an account setting so either it will take effect agents in general or not. 
 
See full details here
 
 
Hope that helps!  

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+1 to Allison's request - this would be an extremely helpful feature to have by role. Our higher tiers are primarily collaborating on tickets versus communicating with customers, and it would be great if they could default to internal while front line teams defaulted to public replies.

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The majority of our tickets come in using Internal Notes. A few days ago, something was rolled out by Zendesk that now forces all of these tickets to have Private Comment chosen by default. Our organization, which processes 10s of thousands of tickets per week, would love for a setting in Zendesk's configuration to force this change back to how it was, with Public Comment being the default regardless of where the ticket comes in or if it's only had internal comments thus far.
 

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Sydney Neubauer

Zendesk Luminary

Matt G.  ZD did make a change: Announcing a logic improvement for the “Public by default” ticket setting (coming soon) – Zendesk help

 

It finished roll out a few days ago so I bet this is what you are seeing on your tickets

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The change to “default internal notes on tickets with only internal notes” is an issue for one of our larger customers as well. Their tickets primarily comes in through API as internal notes, and now adds an extra two clicks for each ticket. It would be great if you can add a setting for customers to choose default public reply on tickets with only internal notes.

 

Patrick Bu Jonassen

Kundelab.no

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Patrick Bu Jonassen Matt G. I've created a feature request to make this optional if you'd like to upvote it: https://support.zendesk.com/hc/en-us/community/posts/7310882774426 

This is having a major impact on our team and the explanation that it's an improvement in logic doesn't track. The feature is called “Public by default” and the improved logic is to make some tickets not public by default. It breaks the feature.

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Is it possible to create macros that have both an internal note and a public comment at the same time?

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The agent should be able to see ticket on views, even if they don't have access to the group, right? (When they're the requester)

 

If is that the case, it does not seem to be working.

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"Set composer to public channel by default" “Settings to make agent comments private by default do not apply to channels that are considered live, including chat, messaging, and social media.”

 

this feature should apply even in Messaging since Messaging in most cases converted to email and there is always a risk to send intenral notes when Messaging is default to public. 

pls consider this option. tnx

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