Comments by Third Parties - bad fix

10 Comments

  • Jessie Schutz
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    Hi Rob! Thank you so much for sharing that feedback!

    We've been hearing from other customers about some challenges they're experiencing, and I've been passing those along to the developers who are working on this functionality. I'll be sure to add yours as well! I know they appreciate it.

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  • Dan Ross
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    I'd like to echo the same sentiment as Rob. I get lots of comments from agents asking how a user made an internal note, and then concern that they can read the other notes on the ticket. The little icons in the top right of the comment are poor indicators something is different, they're never noticed by agents. 

    Glad to hear there's other people concerned by this change, and it's not just us! Hopefully it may lead to some optimizations on this feature.

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  • Dan Ross
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    EDIT - doublepost - mods can remove this one. Sorry and happy Easter!

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  • Stephen Belleau
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    Our agents did find this confusing as well, but at the same time found it helpful that there's a more prominent indicator that the comment came from a third party. As Dan said, the little icon in the top right isn't usually noticed. I'm not sure what the best solution is, maybe a different color is needed?

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  • Rob Buijs
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    Zendesk has been able to roll-back this fix for us. We're back at the previous behaviour. We'll reconsider as soon as this fix has a better implementation.

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  • Sebastiaan Wijchers
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    A rollback won't be a solution for us, as the former mechanism was leading to painful situations and possibly data breaches, but I agree this is a quick fix that needs a better implementation. So I've upvoted this post.

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  • Sofia Levin
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    Another issue with this fix is that when a third-party end-user comments on the ticket (or the requester comments with a different email address) it doesn't trigger any of the SLA metrics, because it doesn't recognize that as an end-user comment. Our views are ordered by Next SLA Breach, which means these tickets are often missed because they are always at the bottom of the last page.

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  • Zac
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    We are also experiencing some challenges around the following points:

    • Agents are confused by the behavior
    • SLA metrics aren't triggered, leading to tickets "lost" in the back of the view

    However we understand the risks it is intended to mitigate. We hope for enhancements to the solution soon so our tickets will display behavior that is more in line with what agents have come to expect, without putting data at risk.

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  • Eric M.
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    Agreed 10x - the Zendesk UX has "trained" us that the yellow background means "internal"... some Zendesk product manager/designer decided that adding 3rd party comments in the "internal" color was a good idea, but it definitely, definitely is NOT. There are a million way to indicate a message is different from the others. Choose the same color scheme that indicates "this is an internal-only communication" is scary and foolish. Was this not tested with real users?! ;-)

    Anyhow. Yes. Please. My support agents had their heart attack the first time a customer email showed up with the yellow background color. Now we are wary. Could you not have chosen another color?! Oy....

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  • joseph.heenan
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    This is awful, awful UX and I'm amazed to find this ticket - not just that the problem existed at all, but that it's existed for 18 months and zendesk apparently haven't done anything at all to resolve it.

    We think our company just lost a large customer because of confusion caused by this zendesk bug.

    Zendesk urgently need to do something, even if it's just adding a text label that says "Internal comment" or "comment by third party" as applicable to disambiguate the two cases.

    EDIT: I've just spotted, after some effort and meticulous reviewing of the problem ticket, that zendesk actually shows a small orange '!' in this case. I think at least 8 people didn't spot that, it really doesn't cut it, please zendesk sort this out. Is there any way we can make this '!' far more obvious by making it a more obvious colour, moving it to the left of the page and making it much larger?

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