Adding Internal and Public replies to ticket in same update of ticket


  • Dan Cooper
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    I've seen a decent amount of new user confusion with how public and private commenting works.  In the scenarios I saw, they expected it to work as Simon is recommending above.

    I think it would cause similar confusion to flip to that mode from what Zendesk does today, but I think there is a valid reason to have both options available in the same submission.  Some reasons being for making this change might include: 

    • Simplifying emails. Send one email instead of two when someone needs to add a private and public comment
    • Allow for more efficient 'next ticket' workflows.  If you have a workflow that requires a private and public comment, you can't use the option to serve up the next ticket when you click submit without toggling that feature on and off.  
    • Time Tracking Improved.  If I were to average up update time on tickets, one update would take a decent amount longer while the other would be very short. This could throw off average handle time metrics.
  • Simon Blouner
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    Hey Dan,

    Thanks for your input!

    I really don't think it would be confusing to have this functionality enabled as a default, and we have had several clients asking for this.

    Whether it should be a setting to turn on/off or a default functionality is for sure something that can be discussed - I would just like to have the functionality. :-) 

    #helpsome regards,
    Simon Blouner
    Zendesk Consultant @


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