Edit internal notes

Not planned


  • Official comment
    Nicole S.
    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? 


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