Once a ticket has been created and is assigned to an agent, it's the agent's job to resolve the support request. To do that, you may need to gather more information from the requester. To communicate with the requester, you add public comments to the ticket. Public comments can be read by anyone who has access to the ticket.
This article includes the following sections:
Related articles:
Commenting basics
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Public comments can be read by anyone who has access to the ticket, including anyone copied on the ticket. When you add a public comment, the requester is notified via an email message (unless the notification trigger is disabled). If the requester responds back to the email notification or comments in the ticket, their response is added as a public comment to the ticket. All of your communication is captured in the ticket.
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Private comments, also known as internal notes, are only visible to agents, not to the ticket requester or any other end-users who might be copied on the ticket. A ticket with only private comments is considered a private ticket. Public comments can be made internal-only, if needed (see Changing a ticket comment from public to private).
Adding a public or private comment to a ticket
You can add public or private (internal) comment to a ticket.
To add a comment to a ticket
- Select a ticket.
- To enter a public comment, select Public reply, or to enter a private comment, select Internal note.
If you choose Internal note, see About adding attachments to private comments for information about how the attachment will be handled in the subsequent email notification.
- Enter your comment.
- Click Submit to update the ticket.
You cannot delete a comment after it is added to the ticket.
It's also possible to add a note to more than one ticket at a time by bulk updating tickets. See Managing tickets in bulk.
An additional way to manage ticket responses is through the use of macros. With macros, you can streamline your workflow by applying simple, standard responses to requests. Macros can be created from scratch, or they can be based on existing ticket properties. See Using macros to update tickets for more information.
Adding formatting and images to comments
You can add links, inline images, and formatting such as italics, bolding, or bulleted lists to your ticket comments.
Rich text formatting options are available at the bottom of the comment field.
Adding formatting to ticket comments
You can use the rich text formatting toolbar to apply standard formatting to a ticket comment.
To add formatting to your comment
- Click the T at the bottom of the comment field to open the formatting toolbar.
- Select the formatting you want to apply to the text.
Toolbar button Formatting Keyboard shortcuts Increase/decrease heading style Increase: Ctrl + +
⌘ + + (Mac)Decrease: Ctrl + -
⌘ + - (Mac)
Bold Ctrl + B
⌘ + B (Mac)Italicize Ctrl + I
⌘ + I (Mac)Change the text color. Currently, not available in the Macros editor. Agent Workspace only. Bulleted list Ctrl Shift + 8
⌘ + Shift + 8(Mac)Numbered list Ctrl + Shift + 7
⌘ + Shift + 7 (Mac)Decrease paragraph indentation Ctrl + [
⌘ + [ (Mac)Increase paragraph indentation Ctrl + ]
⌘ + ] (Mac)Block quote Ctrl + Shift + 9
⌘ + Shift + 9 (Mac)Code block Ctrl + Shift + 6
⌘ + Shift + 6 (Mac)Code span Ctrl + Shift + 5
⌘ + Shift + 5 (Mac)Hyperlink Ctrl + K
⌘ + K (Mac)Horizontal line Ctrl + Shift + L
⌘ + Shift + L (Mac)
Adding inline images to a ticket comments
You can add inline images to a ticket comment.
To add inline images
- Drag and drop an image from your computer into the comment window, or paste a copied image into the window by right-clicking and selecting Paste or by pressing Ctrl or ⌘ + V.
Adding tables to ticket comments
Although you cannot add tables to your comments using the rich text editor options, you can incorporate tables in two ways:
- Installing and using the Tables app.
- Copying and pasting a table from another editor, such as Excel or Google Sheets.
Note: Pasting tables offers limited functionality. Agents cannot add more columns or rows and they cannot start a table from scratch. These features may be considered for the future.
12 Comments
Any plans to add user-level internal notes? These would be automatically visible on any tickets opened by that user.
Hi Dave Dyson Does Zendesk have an API to post a public reply on the ticket? if yes, can it be done in bulk?
If through API it's not possible then do we have a way to select all tickets on a particular view and edit in bulk? Currently I can only see 30 tickets in the views that I have created and I need to update ~2k tickets. What would be the easiest way to do this?
Yes, you can update tickets in bulk via the API using the Update Many endpoint – you can update 100 tickets at a time that way.
You can also update up to 100 tickets at a time via Bulk edit in Views: Managing tickets in bulk
The third way you might be able to do this is by using an Automation, which can process up to 1000 tickets per hourly run. You'd need to be careful to create automation criteria that will only match the tickets you want to change, and provide a way to ensure that the automation only is processed once per ticket (i.e., once the automation has processed a ticket, that ticket will no longer match the automation's criteria). I wouldn't really recommend this method simply because of the potential for error.
Hope that helps!
Hi, how to add internal notes as a column?
Hi Krizzia,
I am afraid that this is not a possibility at this time as adding Columns is not a feature currently available in the Text composer.
How about a URL? Do you have any options to put URL type custom field that can be viewed in the view page? Currently, we are putting URL in internal comments
For custom field types, URL is not available. Please refer to About custom field types for more information.
Aimee Spanier It seems that the formatting of table in agent workspace has changed. Whenever we paste a table in an internal comment, the table does not show up, but the details show up but they look weird. Any insights on this?
I have tried it personally and this should be working properly whenever you paste a table from another editor, such as Excel or Google Sheets.
There are some quick initial steps you can take to try resolving this issue:
If you still encounter the same issue, feel free to contact us using the steps in our documentation Contacting Zendesk Customer Support.
Is it possible to add a comment to a ticket without submitting it?
We have the situation that agents submit a ticket to another level, then need to contact the customer again and leave a note about that.
At the moment we need to route the ticket back and forth in that case.
Is there any possibility to just add a note without triggering a trigger?
Just to confirm, is this comment supposed to be visible to the customer or only to agents on the account? If you're just trying to prevent an email notification from going out to the customer but the comment should be visible to the customer then I would recommend adding a checkbox condition or something similar to your already created trigger. If an agent toggles the checkbox field then the trigger would not fire. The only condition you'd need to add to your trigger is [Checkbox Name] > Unchecked or something similar.
Let me know if I'm misunderstanding your question!.
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