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Adding comments to tickets



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Aimee Spanier

Zendesk Documentation Team

Edited Sep 12, 2024


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32 comments

We are trying to use “Last Visit Summary” as a Widget. We need this to see where our accounts are at after visiting with them. We cannot find ANYWHERE to add notes into the “Last Visit Summary” but its listed as a Smart List Template. Any suggestions?? Please help.

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Tim Grimshaw

Zendesk Luminary

Hi Team, we sometimes run into a rare, but super frustrating issue where an agent will compose an internal comment which is larger than the allowed limit for comments. They submit the internal comment, and it silently truncates it, so the agent then loses anything they've written which was outside of the max limit.

 

Is there any way of warning the agent / having a count down of remaining characters / a warning when submitting the comment etc, to stop this happening?

 

I did see this feature request here: https://support.zendesk.com/hc/en-us/community/posts/4409222748314-Do-NOT-Truncate-Comments-Without-Warning and maybe i'm just completely missing the feature - but it says that there is now a feature - “Counter will show at the bottom right of the composer when you 5Kb away from hitting the limit” … but I can't see it anywhere, and can't find any other references in documentation to see where to enable this. 

 

If anyone has any ideas it'd be much appreciated! Thanks :) 

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