Do NOT Truncate Comments Without Warning

16 Comments

  • Michael Goldman

    I vote for solution #1.

    4
  • Chris Stock
    Community Moderator

    Another vote here for truncation warning - we've been caught out by this limit recently.

    4
  • Michael Goldman

    Sure. My agent recently copy/pastes a SQL output with lots of whitespace and formatting. It got butchered upon copy/paste since it was too many characters. She tried it again 2 more times and kept getting the same result thus the customer got the same comment 3 times. I had to go in and make 2 of them "internal" to fix the customer view which leads to a bad customer experience and a poor agent experience.

     

    The only reason we found this out was due to her telling me that the system was broken and I did some research.

    3
  • Chayce O'Neal

    We've hit the limit. Upvoting this! :)

    3
  • Monica

    Would love #1 at least and #2 would be a nice addition.

    3
  • Chris Swinney

    Annoyingly, we have just seen the same thing happen. We can have incredibly long and complex tickets. I personally make things worse by operating almost exclusively via HTML email, which is a requirement for me personally as the application interacts with my screen reader in a much more compatible fashion. Several new comments in the thread were simply blank or only contain a partial line, making responses between the customer and ourselves almost impossible. 

    If you are going to truncate, it would seem sensible to truncate the historical messages not the new ones. 

    3
  • Nicole S.
    Zendesk Community Team

    Michael, can you tell us more about your use case? 

    2
  • Amjad Talib

    I have a use case where tickets are created via email with tables and if the tables exceed a certain number of rows, the comment is truncated in the body, plain_text, and html_body fields.. 

    I posted here about it as well in a similar request:

    https://support.zendesk.com/hc/en-us/community/posts/115000714147-Retrieve-Original-Email-Content-Using-Core-API

    I know we can retrieve the html, but it isn't very useful if the message is truncated without any ability to retrieve the remainder.

    2
  • Bob Welch

    We just ran into an issue where we had an automated alert get truncated that had customer data on it. As a result, we missed notifying some of our customers and were put in a very uncomfortable position.  Any type of visual indicator that a message is truncated is critical to us. 

    2
  • Natalie Cherwin

    We have a special ticket type that is triggered to notify email targets.  The recipients of the email targets cannot view the HTML link to view the full message.  This is a problem we are missing parts of orders.  The people receiving emails through target extension emails need a way to view the full message, and they end up looking silly because they have to reply to the end user for the full email, or submit a request to help desk crew for the full email.

    My solution would be to display the HTML link in the ticket itself so this can be forwarded to cc's or email targets.

    Thanks for considering.

    2
  • Bruno Cruz

    Would we awesome if we could just get the warning right now, improving on this in the future. We were actually unaware of this char limit, an agent lost part of its internal comment due to that.

    2
  • Montel G.

    Hi team,

     

    Any updates on this? It appears that this request has been out there for a while and I just ran into a loss of an hour's worth of research in an internal note as a result of unexpected truncation and I am beyond frustrated.

    2
  • Roman Sheydvasser

    This appears to have happened to us with a zendesk chat transcript that was too long. Either a warning or a link to a full transcript would be great.

    1
  • Support Team

    Feedback for the product team

    • Like to see this feature to be expanded and have this limit either to be removed (and accept performance slowdown).
    • Or have the option to adjust this limit manually organization wide, by showing the email instead of the comment.
    1
  • Monica

    Adding another vote for number one and a warning pop-up if a person exceeds the limit.

    0
  • csabm

    My team uses internal notes for recording important information regarding customer billing issues and NCMEC/LE reporting. These notes are often lengthy and when they are cut off without warning, we end up with incomplete information that is vital to both completing appropriate refunding/product distribution for customers, and providing adequate information when reporting important things like CSAM and real life threats to appropriate agencies. 

    0

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