I feel the quick fix described in https://support.zendesk.com/hc/en-us/articles/360000829848-Update-to-Comments-by-Third-Parties harms the usefulness of the private comments.
My agents are trained to know that private comments are 'safe' to use for internal communication about tickets. They'll post information that shouldn't go to the customer, because it's too technical, has internal queries etc.
Now this safe state of internal comments is in doubt by my agents. They see lots of internal comments that are not internally originated. There is uncertainty and doubt. I have explained a couple of times that it's because of a fix by zendesk. That doesn't take away the confusion.
My conclusion is that it's a bad and sloppy fix. An internal comment should only ever show comments by internal agents. Don't abuse it to store updates that are for some reason in doubt. The better way to fix this is to flag third party emails in some way that's separate and easily distinguishable from agent updates, customer updates and internal comments.
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