Comments by users not explicitly added to the ticket will be flagged

15 Comments

  • Stephen Belleau
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    We also just discovered another side effect, that because these are considered private comments, SLA policy is not being applied. The ticket is being reopened, but does not have a "Next SLA Breach"

    8
  • Gary Jackson
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    As an example...

    The top note is from a customer - not an internal note.  Yet looks like an internal note :(

    7
  • DanielR.Devine
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    Additionally confusing, they are listed under the Internal conversations in the top header.  I was immediately concerned about internal comments being visible to these users, but was assured they are not by Zendesk.  The should have their own grouping in the conversation bar and a distinct color from Agent comments.

    5
  • Dan Ross
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    Upvoted! Agents are quite confused by the presence of user replies in Internal notes, a place that we've drilled into them is a 'safe' place. 

    Please increase the visibility of the notification on the top right of the comment ( no one ever sees them) and change the background colour of these notifications!

    5
  • Allen Hancock
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    I sixth this request ;-)

     

    I'm a fan of the "comment by an unverified user is not considered public", however, treating it as any other private (agent) comment should not be the final result of this feature.

    4
  • Andrew J
    Comment actions Permalink

    Definitely - this suggestion is already elsewhere.  This has created confusion... a non-agent comment should never look like an agent private comment.  Non-agents cannot make private notes... but oh, they can! :-(

     

    4
  • Jonathan March
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    Great point! Up-voted.

    3
  • Heather Rommel
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    We'd like the option to make these public!

    2
  • Anurag Toshniwal
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    Hi Zendesk folks!

    Just wanted to add another point here:

    If an organization uses G-Suite groups, and an agent CC's a G-Suite group on the ticket, then the response from any group member is also logged as an internal note. 

    Looking closely at the internal note, you can see that Zendesk notifies agents that "user_name was not a part of this conversation". This defeats the purpose though as I have to manually copy-paste the response that got logged as an internal note and then re-share it in a public reply.

    Can anyone provide a workaround? Thanks!

    2
  • Retouching Academy
    Comment actions Permalink

    How come this still has not been addressed by ZenDesk?!
    This is confusing and customers are clearly specifying why right here.

    Is this going to be fixed? 

    1
  • Nicole - Community Manager
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    Hi Retouching - 

    There are some big changes being planned for the Support workflow and UI in the coming year, so I have flagged this thread as one of the ones for PM's to read through as they determine what the highest priority changes are. However up to this point it has not been deemed higher priority than other requests or plans. 

    0
  • Rvanzon
    Comment actions Permalink

    I run into this problem almost daily, is there any update regarding this?
    Maybe just a small change as changing the background color?

    0
  • Andrew J
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    Fully agree, flagged comments should not look like internal notes. It clearly defeats the intended purpose as an internal note adds credibility to the comment as looking like an official note.

    0
  • Stefan Jonsson
    Comment actions Permalink

    +1 to this request and also the possibility for us to either whitelist users/domains or manually make the comment public.


    See my comments on this matter here:
    https://support.zendesk.com/hc/en-us/articles/203661606/comments/360002902633
    ...and here:
    https://support.zendesk.com/hc/en-us/articles/203661606/comments/360002928993


    ...and Zendesk's response here:
    https://support.zendesk.com/hc/en-us/articles/203661606/comments/360002932573

    0
  • Monica
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    We're experiencing the same issue as Stephen explained in his comment with how the comments affect SLAs.  https://support.zendesk.com/hc/en-us/community/posts/360000993288/comments/360001257007 

     

    I don't mind the comments being hidden from the requester, but would like SLAs to apply as if they were public or being able to choose that setting.  I have implemented some automations based on SLAs, but these tickets fall through the cracks as they don't have SLAs.

     

    I frequently get questions from confused agents with who these comments come from, so it would be beneficial to have them be a different color to call them out rather than just the safety icon.

    0

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