Edit internal notes

Not planned


  • Official comment
    Nicole Saunders
    Zendesk Community Team

    Hi all - 

    Thanks for your comments. We have received this feedback before, but it is not something that we will be implementing. Internal notes are considered part of a System of Record, and allowing them to be editable would break its integrity. 

    We definitely understand the use-cases for making these comments editable, however in the product team's evaluation of requests about this functionality it has always been determined that maintaining the integrity of the record is preferable for a majority of users. 

  • Heather

    Agreed, I would like to be able to see in the events log the changes that have happened to the tickets though

  • Susana Fernandez

    Agreed, it would make our lives so much easier!

  • Akhil John

    We all would really appreciate it if the Zendesk product team consider enabling editing the private(internal) comments.

    Internal comments are only used within the team to keep a note of the progress made. This functionality really provides a better experience to the users who use Zendesk


  • Ann Goggin

    What would help me is the ability to save a Note as "Draft". Sometimes I have a complicated issue and I have to go to another screen to get the information, or I get interrupted before I can finish my note. How about a Draft status? 

  • Brian Dady

    Coming from SalesForce and ServiceMax, absolutely everything can be edited by at least an Admin.

    Even with admin access, I cannot edit a specific internal note for a ticket which contains incorrect information. When others review the internal notes for this ticket in the future, they will gain incorrect information. This seems like a rather big flaw given we are currently evaluating the upgrade to SalesForce. Is there something I am missing here? Is there a workaround? Am I using Zendesk incorrectly? 

    When I have an open ticket, we add internal notes before closing it for future reference. I want to be able to reference correct information but if someone makes a mistake, this makes the entire system fail it would seem...

  • Eckhard Doll

    I agree that everything should be editable by the admins. The decision to "break the integrity" should be ours (the customers') as it is our content and not Zendesk's. This should be an option that can be enabled per role.


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