| Announced on | Rollout starts | Rollout ends |
| March 12, 2024 | May 1, 2024 | May 9, 2024 |
To help promote ticket privacy, Zendesk is making a change to how the “Public by default” setting for ticket comments works in the Agent Workspace.
This article includes:
What is changing?
In Admin Center you can set the composer behavior for ticket comments when you open a ticket. See Changing the default privacy of ticket comments for details.
Currently, this setting works as follows:
- When turned on, tickets open with the composer set to a public channel (applicable to email, webform, API ticket, and SMS).
- When turned off, the composer is set to internal notes.
With this update, tickets that have internal notes only, the composer will automatically default to internal notes, even if the “Public by default” setting is turned on.
Also, if the agent switches to a public reply in the composer, a warning message appears asking them to confirm that they want to make a public reply on a ticket that currently has internal notes only. If an agent doesn't need this reminder, they can select "Do not shows this message again" and their choice is saved to their profile.
This change is for tickets that have internal notes only. For tickets with a mix of internal notes and public replies, the setting will work as before: When the setting is turned on, the ticket opens with the composer set to a public channel by default.
Why is Zendesk making this change?
Zendesk is updating this change to match the legacy behavior available in the standard agent interface. Also, this change prevents agents from inadvertently making public comments on tickets that are intended to be internal only.
What do I need to do?
You don’t need to do anything. This change will roll out automatically to all accounts with the Agent Workspace.
If you have questions or need assistance, contact Zendesk Customer Support. If you have product feedback or feature requests related to this announcement, visit our community forum where we collect and manage customer product feedback.