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How do you keep tickets "clean?"

We're still in the process of testing Zendesk, trying to find some way to get it to work within our processes. Currently, the inability to edit ticket comments is keeping us from rolling this out. Every test issue we run through looks horrible because of all the extra information Zendesk grabs (extraneous e-mail signature block information, customer logo image attachments, etc.)  and they can't be cleaned out. Many of our customers include paragraphs of security disclaimer information in their e-mail signatures which we don't need in every ticket. Can you offer suggestions? 

70 comments

  • -5

    Out of interest, why does a comment have to be 'clean'?

    _Jake Holman
    _Zendesk

  • 0

    Our tickets will have a lot of activity. If every comment has a lot of extraneous information (which can’t be deleted or edited), it will make it difficult to review and follow what is going on within an issue. This would be from both the agent and customers’ view point. Zendesk is supposed to provide for a simple and elegant environment, but so far our tickets are looking very cluttered.

  • 0

    I agree with Paul. Not being able to edit comments really makes the ticket comment history difficult to follow, with all the email signatures, security disclaimers, etc.

    Jake, your question "why does a comment have to be 'clean'?" really seems out of place for Zendesk. After all, isn't Zendesk supposed to be clean and elegant? The simple answer to your question is readability.

    Count me in on the feature request for letting agents edit comments.

  • 0

    Scott, Zendesk has already marked the feature request to allow the editing of comments as "not planned" (even though 50+ customers added their +1) so I think we're beating a dead horse.

     

    https://support.zendesk.com/entries/11049-enable-end-users-to-be-able-to-edit-their-own-comments-updates-or-initial-requests

  • 0

    Paul, I'm not interested in allowing end-users to edit ticket comments (your link emphasizes end-users). I only want agents to have that ability.

  • 0

    Sorry Scott, the comments throughout that topic sort of blend the two concepts. I’d really like agents to at least have the ability as well.

  • 0

    I add my vote to add this feature - It is important for several reasons, not the least of which is the politics of communication.  When a comment is edited you could also add a [Edited by user} flag so it is clear that it has been updated

  • 0

    I am in favour of this as well or some way of preventing signatures being included.

  • 0

    Yes had this feature Zendesk!!!!!!!!!!!!!!

  • 0

    +1

    Seems like common sense.

    You could for now try to force the use of the Zendesk portal rather than reply by email.  Obviously not always practical, but I like to steer users that way in any case with the intent of them actively using the Knowledge Base.

  • 0

    Agree this would help keep tickets tidy

  • 0

    This would rock. We have a ticket open right now which is hell to look at. We are communicating with different people in another company's support who have to add the entire history of our communication in every reply so the ticket has in some cases, over a dozen copies of some emails. No one can figure out what's going on. To be able to edit this would work miracles for us.

  • 0

    I have to add a big thumbs up for some kind of pre/post processing of comments. Specifically, in my case, I'm hoping to do some preprocessing of new incoming tickets. I'm using the dropbox code for iOS, and add some internal software state to the user's comments for better context. These details are bracketed by my own unique tags. I know Triggers can look for strings in comments, but there doesn't appear any way to edit (clean) them out once the Trigger identifies. Anyway, this type of Action seems valuable.

  • 0

    From what I gather, the subject here should be changed to "Add agents ability to edit user comments"

    I can see some possible issues tho... the feature would be open to the possibility of abuse and mistakes; removing a user's intended comments or parts of; and "Whoops! Didnt mean to remove that bit!" 

    Should be limited to admins only.  Easy for me to say - I'm an admin!

     

  • 0

    How about just allowing admins the ability to hide some of the text? Like in Dreamweaver where you can select sections of code and compress it. This would maintain the integrity of the ticket and allow admins to keep the it 'clean'.

  • 0

    Nice compromise Stephanie! Well Zendesk guys, is that doable? Can you give us the ability to "hide" portions of comments or the entire entry? That would have zero impact on the audit trail.

  • 0

    I agree that it should be possible for agents to edit tickets.  Hiding text (by agents only) would be a minimally acceptable compromise, but is better that what's there is now.  We are also limiiting our role out of Zendesk until this issue is addressed.  Most of our users prefer email access, and without the ability for an agent to edit the ticket, it rapidly becomes a tangled mess.

  • 0

    I think the suggestion for admins to have this ability is not unreasonable if say uncouth comments are made in a ticket.  (Of course you could always delete the ticket and create a new one with the pertinent information)  But anyone else having the ability seems like it would compromise the integrity of the ticket.  I could see potential for abuse here.

  • 0

    Add the feature.

  • 0

    Add the feature for agents.

    +1

    If I were to receive e.g. a long extract of a log file as part of a comment then I would value being able to cut out all the horrible extraneous text and keep the meat.

    (yes I know atachments are the right way, but let us have mercy on the users who do their own thing).

    The feature would have to be journalled, or a protected function, because users could accuse agents of changing what they said. Also, it would be nice to delete expletives etc.

  • 0

    +1.  This feature should be in the "duh" category.  Agents should be able to edit just about anything.

  • 0

    +1 for agents to be able to clean tickets.

    We have had to tell clients that we would not support them unless they cut out the old part of a thread when emailing us, because we had to scroll forever to get from the last comment to the one before.

  • 0

    Add another one please.

  • 0

    I don't necessarily know that the contents of tickets should be editable (for auditing and integrity purposes). To compromise, why not have a "show/hide link" (similar to what Stephanie suggested above) for each comment that includes more than a paragraph or two of text? This way, the ticket view does not get cluttered with long text versions of HTML emails and signatures, but the option to immediately view the remaining comment (should one desire) is immediately available. This can be accomplished with some simple jQuery or something similar I'm sure.

  • 0

    @Ryan - Best solution I think so they display 2 or 3 paragraphs and then a show/hide button for anyone who wants to dig further.

    Integrity of the comments is important for he said she said type things. Esp if you have an agent how is fiddling the system. You could also add a Hide/show completely button to the comment so irrelevant comments or bad language etc can be dropped from view.

    They later if the S%#$%t hits the fan someone can open them up and see the full audit trail of comments.

  • 0

    @Steve, yes exactly.

    One of the reasons we dropped our old support system was because ticket threads got completely out of control (because of html and excessive signatures being stripped). Never ending scrolling and ticket threads too difficult to follow just became too much of a hassle. The show/hide option after a few paragraphs of text would initially hide all the unwanted HTML and signatures, and would allow agents to see the most important parts of comments, rather than having the flow interrupted (not to mention all the scrolling) to get to the next comment.

    I also think ADMINS (not agents) should be able to toggle whether a comment is public or private (but no one should be able to delete or modify comments).

  • 0

    Some great ideas have been offered, but ultimately I'm still pushing for at least admin ability to edit or delete comments. Readability of the issue details aside, there are instances when personal information makes it into ticket details and HIPAA and other federal regulations require that we expunge that data.

  • 0

     

    I can't see that anyone from Zendesk has posted a comment on this since Mar-17 2010, so I'm not sure if this is on their radar.  Can anyone at Zendesk let us know if this is being considered?

     

     

  • 0

    If this feature is not planned or will never be implemented, can you at least find a way to keep tickets free of clutter (e.g. mail signatures and legal statements at the end of a client's response)?

    We are currently testing Zendesk and the load of clutter that grows in every ticket is a huge disadvantage for us.

    (crossposted in https://support.zendesk.com/entries/11049-enable-end-users-to-be-able-to-edit-their-own-comments-updates-or-initial-requests)

  • 0

    +1 from me too, editing tickets would be helpful for agents

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