Questions around comments.

Answered

1 Comments

  • Ricardo
    Zendesk Community Team

    Hello, Jamal Westfield :),

    Thanks for your post!

    1. When you ask to enforce public reply as default, is this for the cases in which the agents are light-agents? If that is the case, unfortunately, it is not possible to have them making public replies. They would need to either be a full agent or simply an end user.

    2. You can make comments public by default by heading to Admin > Settings > Tickets (see Changing the default privacy of ticket comments). However, that wouldn't apply to comments made by light agents. As you can see in Understanding and setting light agent permissions, all ticket comments by light agents are private, including the first comment of any tickets they create.

    3. There isn't a way to hide internal comments on a ticket. All agent roles will be able to see internal comments if they have access to the ticket. The only way to ensure that a user would only see public comments is to set their role to end-user. You may want to take a look at the Linked Ticket app that allows you to create child tickets from a parent ticket. You can assign the ticket to a group that the agent doesn't have access to (see How can I prevent agents in one group from seeing another group's tickets?).

    Sorry if those were not the answers you were looking for. Let us know if you have further questions though.

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